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Epygi Releases Latest Enhancements for Its Popular Call Centers Solution
Posted by Ashkhen Barseghian on 31 Aug 2018 01:43 PM

Winter Park, Florida, USA, (Aug 30, 2018) - Epygi Technologies, a worldwide provider of Integrated Communications Solutions, is excited to announce that it has further enhanced its call center solution thus enabling its customers to take full control of the call center with modernized options, empowered with better real-time viewing and monitoring.

The enhancements are available on the EAC (Epygi ACD Console) web application, with additional updates to the reporting capability.

The Dashboard menu has been completely modified. For FW version 6.2.23 the ACD Admin can select from a wide array of statistics to display for the selected Queue(s), to be shown on a single screen. The modernized view will show previous options along with several new options:

  • The “Oldest Call Waiting” displays the current wait time for the oldest call. It is the length of time (in seconds) the oldest ACD call has waited in queue or ringing before being answered.
  • “Queue Wait (avg)” is showing the total Queue Wait Duration for Abandoned calls / Total Abandoned Calls - the average time a caller waited before hanging up.
  • “Answered Speed” is showing the Total Waiting Time/Total Answered calls - The average time calls waited in queue and ringing before an agent answered.

Added a new Calls menu to show the active calls for the currently logged in agent. The Calls menu has the same functionality as the Dashboard menu in the QX FW versions below 6.2.23.

Added a new Agent Tracing report which shows the agent activities, detailing the sequential status changes and calls for the selected agent(s), queue(s) and timeframe(s).

Added new values (Every two, three and four minutes) for the Auto Reload Queue Statistics option. The Settings menu has been improved and updated.

About Epygi Technologies
Epygi Technologies, LLC, a worldwide provider of award-winning IP PBXs, Gateways and ecQX Cloud Services, supporting small businesses to enterprise's telephony needs, is a private US company founded in 2000 and has its headquarters in Winter Park, Florida. Reliable, secure and easy to install and use, the Epygi products offer users outstanding benefits and an unparalleled range of features at very economic prices. Customers are able to improve their productivity, lower operating expenses and enhance their image while affording the latest in telecommunications equipment. Visit us on our website, follow us on Twitter, like our page on Facebook or join our Linkedin group.

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