Call Center

Teo UC includes all the capabilities of a fully operational call center.

Key features include:

  • Agent logging – agents can log in, log out, and go on break
  • Supervisor Barge, Monitor, Whisper – assigned supervisors can barge in on, monitor, or whisper calls of any assigned agent for coaching and quality management

Group Summary Reports

Group Summary reports allow for quick access to the most commonly requested call activity information.

The system logs and groups all call activity by group, manager, department, or site and the group reports tool allows supervisors and administrators to further sort call activity by daily, week to date, last week, month to date, year to date, all time, and custom ranges.

These summary reports can be automatically emailed to defined recipients on a scheduled basis.

For additional reports please see our Custom Detailed Reports section.

Scheduled Reports

Supervisors can have reports emailed at preset intervals to themselves and to their team members to stay abreast of status.

Call Recordings

Call recordings can be set to all, inbound, outbound, and on demand on a per agent basis. Call recordings can be stored on the system and emailed to supervisors in real time.

On-Demand Webinars