Add contact details for a caller:

You can save the following contact details for a caller for calls with a transmitted call number: Title, First Name, Last Name and Company. These details are saved in the external directory and subsequently displayed in the myAgent Inbound Call screen pop for calls from the same number as soon as the external directory has been updated in the client. In this case, the caller's phone number is assigned and set as the Business 1 phone.

View notes on the current caller or save notes yourself for future calls.

View the caller history:

The caller history shows details on all previous calls of the same caller with Inbound call number, Caller phone number, Start Date, Start Time, Type of Call and Queue number. The type of call is represented by a symbol (inbound call, recorded call, etc.).

Perform a wrapup:

During the wrapup (work time period), you can assign incoming calls to a specific category (e.g., Orders, Claims, Service, etc.). The assignment is made after completing the call (during the work time period) by selecting a wrapup reason. An agent with the Supervisor or Administrator authorization level can define the wrapup reasons intended for a queue in the WBM and organize them into groups. When doing so, they can also define whether the specification of a wrapup reason is mandatory. You can also specify multiple wrapup reasons for a call. By evaluating the wrapup reasons, agents with the Supervisor or Administrator authorization level, for example, track the success of a promotion.