Inbound Call Center

Centile Call Center application provides enterprises hosted inbound call center services. The application is network based for simple and speedy deployment and maintenance. It offers a comprehensive range of features that are required for Call Center Supervisor and Agents to efficiently manage and monitor incoming calls.

Key Benefits

• Web based administration to configure and manage Agents, ACD groups and Supervisor
• Powerful Web Provisioning tool to customize intuitively the ACD scenarios
• ACD Agents / Supervisors specific functionalities
• Feature-rich Agent and Supervisor desktop console
• Web based real-time ACD statistics and reporting tools



Supervisor Console


The Supervisor console is a user-friendly desktop application enabling the monitoring and management of agents’ interactions, ACD groups, call flows , real-time statistics and reporting activities.

Key Features

• Supervising ACD Agent Status & Customer presence for each ACD Queue (with customized colours)
• Drag & Drop capabilities

      - move Agent or waiting Customers from one Queue to another one
      - affect one unassigned Agent to specific ACD Queue

• Display associated opening/closing hours for each ACD Queue
• Display ACD Statistics for each ACD Queue
• Monitor In
• Barge In
• Steal
• Agents Assignment
• Wrap up
• Calendar
• ETA notification

Agent Console

The Agent console is a desktop application enabling agents to handle customer’s queries in an efficient and professional way. It provides not only total control of phone’s communications but also a robust array of Automatic Call Distribution (ACD) features such as priority and call queuing, call recording and call handling control. Key Features Dedicated ACD Application inherited from XPad desktop client Login/Log out/Auto login Overflow Pause definition Free seating Call queuing On the fly recording Clear visualisation of ACD Queues to which the Agent is belonging Opening / Closing hours displayed for each related ACD Queues Display of own ACD agent statistics for all belonging groups Agent Status and Phone status monitoring Postponed Logout & Pause capability if asked during a call

Statistics & Reportings

The web based ACD statistics and reporting tools enables the Call Center Supervisor to supervise the agent's work performance in real time and in-depth historical data.

Key Features

• Web-based Full ACD Logs & Statistics reporting application
• Possibility to see on the same application both ACD Group and ACD Agent statistics
• Graph capabilities to see Agent Statistics per Group
• Data Export functionality in CSV format
• Nearly Real time Statistics & Logs refresh capability
• Time range granularity filters