Introduction to Call Center
BroadSoft Business Call Center is a carrier-class communications management product fully integrated which provides an advanced Automatic Call Distribution capability.
https://carrier.webex.com/fr/cc_introduction
Configuration
Call Centers temporarily hold calls in the cloud when all users assigned to receive calls from the queue are unavailable.
https://carrier.webex.com/fr/enterprise_portal_configuration
Settings
Click the Settings link at the top right-hand side of the main page to configure various aspects of the Call Center application.
https://supportcenter.broadsoft.com/cc_settings_supervisor
Managing Contacts
This article provides details on several Call Center Supervisor related topics.
https://carrier.webex.com/call-center-agent-managing-contacts
Managing calls
This article provides details on several Call Center Supervisor related topics.
https://carrier.webex.com/call-center-agent-managing-calls
Managing queued calls
This article provides details on Call Center Supervisor’s capabilities.
https://supportcenter.broadsoft.com/cc_managing_queued_calls_sup
Managing agents
This article covers how to manage agent’s ACD states, silently monitor agents calls.
https://supportcenter.broadsoft.com/managing_agents_sup-2
Statistics and Reports
View real-time statistics
The Dashboard allows you to see Call Center Statics, including calls in queue and agent status in real-time.
https://carrier.webex.com/cc_view_statistics
Reports (Supervisor)
BroadSoft Business Call Center provides reporting functions for supervisors to report on activity and performance of agents and call centers under their supervision.
https://supportcenter.broadsoft.com/cc_reports_supervisor
Reports (Agents)
Call Center provides reporting functions to agents. Reporting provides Call Center agents historical information about their call center performance which allows them to know their statistical performance as a call center agent. Agents can only generate reports about their own activity.
https://supportcenter.broadsoft.com/call-center-agent-agent-reports
