Admin Guide

   In this section you find the Administrator Applications, Commands and Tools to configure and maintain the XCALLY Environment, to achieve a full CTI Environment Integration and to personalize any detail of your XCALLY System.

The Administrator will be able to:

• Check the range of activities (Inbound, Outbound, Service Mailbox, Chat, SMS and more) needed by the organization and set up them

• Define the Routing Strategies and the Contexts to manage internal, inbound and outbound calls 

• Create, delete and modify users, agents and telephones

• Create all the Service Queues needed by the organization flow: define working rules, mechanisms by which they are engaged and actions to execute

• Associate Agents to the Service Queues

• Create and update Graphical Drag&Drop IVR projects to manage the call flows with Cally Square

• Create and update lists in the Contacts Manager

• Create and update outbound campaigns with the Motion Bull Dialer

• Setup and release Surveys models using the intuitive application Jscripty

• Perform regular software Updates

• Monitor the agents productivity using the Realtime View and the Multi-Channel Dashboards, which allow to change the teamwork organization in real-time

• Customize the Dashboard using the Wallboard Graphics Designer

• Setup Reports and Analytics for each Channel

• Setup Triggers to design effective event driven or automatic behaviors

• Configure the CTI (for external applications integration)