The integration allows you to perform your Salesforce account activities using the integrated Agent Console with the following features:
Multichannel support including phone, chat, and voicemail channels
Visibility to queue status and agent presence
Screen pop of the matching end user data during inbound interactions
Ability to search based on arbitrary data (Requires customization)
Ability to record custom messages for agents
Ability to track historical data of agent activity using Historical reports (Supervisor only)
Ability to Monitor agent activity (Supervisor only)
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