Features

The integration with Virtual Contact Center offers you the following features:

• Multichannel support including phone, chat, and voicemail channels
• Fully Integrated Agent Console
• Visibility to queue status and agent presence
• Support for all Zendesk objects: Organization, User, and Ticket
• Screen pop of the matching end user data during inbound interactions
• Screen pop based on caller ID, ticket ID for phone media
• Screen pop based on email ID, ticket ID for chat media
• 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)

See Also

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