rostrvm facilitates a number of inbound related functions. Telephone calls, web chats, emails and SMS texts can be routed to your rostrvm system and directed to appropriately skilled agents to be handled in a timely and efficient manner.
Key characteristics of a rostrvm Inbound system are:
| • | Supports a range of contact routing options (through configuration options and a sophisticated CallDirector script editor) for flexibility and productivity; |
| • | Provides contact handling for a number of media types (i.e. telephone calls, web chats, emails, SMS texts); |
| • | Uses advanced routing scripts in association with real-time information about your contact centre to optimise inbound activity; |
| • | Provides an extensive suite of management tools to allow the configuration and maintenance of your Inbound system; |
| • | Integrates with a range of desktop applications, including scripting from rostrvm CallGuide, to support the contact process;. |
One important aspect of an inbound system is the ability to record within the MIS database what happens to every contact that is received, routed and handled by an agent. This information is then subsequently available for reporting purposes so as to monitor the success and productivity of your contact centre operation.
Menu Options
The Inbound menu provides access to a number of Management Information reports that show your rostrvm system inbound calls and contacts activity:
IMIchat Routing - administration of IMIchat asset routing point;
Queues and Routing - administration of the ACD queues and routing numbers required by rostrvm to queue and route contacts to an appropriate destination;
Web Chat Routing - administration of Chat contact services and layout;
Calls - a Management Information report showing a summary of the calls that have and are being handled;
Chats - a Management Information report showing a summary of the chats that have and are being handled;
Emails - a Management Information report showing a summary of the emails that have and are being handled;
Queues - a Management Information report showing a summary of the calls that passed through each ACD queue;
Skills - a Management Information report showing a summary of all the skilled agents;
Survey Results - a Management Information report showing the results of post call customer surveys that have carried out;
Voice Mail - a Management Information report showing a list of all outstanding Voice Mail messages;
Wallboard - a Management Information report showing the default wallboard (queue and agent activity).