In the Main Panel, the Agent can observe his last calls, the Supervisor can see the last calls of his Team, and the Administrator the last calls of the system. It is also possible to manage Flag, Reference and Note, as well as listen to the recording. Only the Supervisor or Administrator can qualify the call.
With Sonata RM you can group the Agents by Team, that way only the Supervisor is allowed to see the recordings of the Team to which it is associated.
It is possible to catalog the type of call using different color flags associated with different texts. These allow us to search for calls by flag type, for example Green Flag -> Sale, Red Flag -> Support, etc.
We are working in our store, if it looks bad, it will soon look great! Dismiss