Agent Desktop
Delta On-Call provides contact center or home-based agents with a rich telephony and desktop environment based on standard web services browser support. Agents sign onto the system through a secured HTTPS logon page. Once authenticated, a Browser page is downloaded providing soft phone functionality. Graphical displays provide agents with a perspective of their group’s availability along with control to answer a call, consult with a supervisor, or initiate a 3-way conference.
Features and benefits include:
- Browser-based – Eliminates the need to install or update software for any remote agents.
- Soft-Phone –A graphical display allows agents to answer a call, consult with a supervisor, transfer to another agent, or establish a 3-way call. The "Transfer to Skill Group" function allows an agent to transfer a call to a more appropriate group or to a selected queue displayed on-screen. Agents can change their readiness status at any time with a single click.
- Statistics – Agents can track their own statistics such as Session Start Time, Number of Calls Handled, Average Handling Time and many more.
- CRM Integration – Integration to popular CRM systems such as Microsoft Dynamics and Salesforce CRM mean an agent's familiar screen is enhanced with telephony input and soft phone control. Select fields are auto-populated where applicable (such as phone number), while agents utilize soft phone on-screen tools to manage calls.
- Text Relay – Allows agents to support those who are deaf and hard of hearing and use a special TTY text device with digital service.