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Agent Status: Current state of an agent, such as available, busy, on a break, or offline, used for managing workload and availability
AI Prompts: Section on which you can configure OpenAI Assistants, designed to understand and answer to human queries, by starting from business files uploaded in the relative section
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IVR Campaign: Dialer campaign where the Motion Bull generates calls to contacts from a list and puts the call in an IVR only when the contact answers the call. This type of campaign is usually used for surveys and does not depend on any queue status or availability of any agent in a queue
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Jscripty: Feature that allows the creation and deployment of dynamic scripts for agents to follow during interactions, such as surveys or structured dialogues
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License: Permit to use a set of XCALLY Motion features and modules. Based on the chosen plan you can access to a different set of Motion modules
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Jscripty: Feature that allows the creation and deployment of dynamic scripts for agents to follow during interactions, such as surveys or structured dialogues
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Motion Bull Dialer: Automatic dialing system that generates outbound calls from a contact list, connecting customers to agents or directing calls to an IVR
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Phonebar: Software application that allows agents to manage voice calls directly from their computer. Virtual phone interface for managing calls directly from the desktop or browser
Post-Call Analytics: Quality Analysis feature to estimate how the customer and agent have been feeling throughout the call
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Push Gateway: System required for XCALLY Mobile App that works as a push gateway and as an SIP Proxy (like a filter to accept just specific requests opening certain ports to agents registered to XCALLY machine). With the push gateway, push notifications are generated when the App is in background and it is necessary to advise agents about incoming calls to handle.
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Quality Analysis: AI features applicable on Voice Recordings, to obtain transcription, sentiment analysis and post-call analytics
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Real-time Translator: Translation feature for messages on textual channels in realtime. Agents will be able to translate incoming and outgoing messages during text conversations via SMS, WhatsApp, Chat and Open Channel. Real-time Translator is also available for voice channel, as plugin
Recall-Me Feature: Function that allows agents to set callback requests for reconnecting with customers at scheduled times
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Scheduler: Section where you can schedule an automated extraction of default or custom reports available in Analytics
Screen Recording: Feature available for Phonebar agent to record actions that occur on the desktop
Sentiment Analysis: Quality Analysis feature available only with AWS provider to inspect the call transcript text and returns an inference of the prevailing sentiment
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