Skip to content
Amman, Jordan[email protected]+962 795 900 124User guide
English
Client login
Menu
Client loginUser guideالعربية Amman, Jordan[email protected]+962 795 900 124

Call Center

Zyntra Call Center

Updated in 5.20.43

The company's phones inside Zyntra: queues, numbers and phone menus, every call with what happened on it, the callbacks you owe, call lists, quality reviews, reports, and an agent service you can sell to your own clients. Callers are your Zyntra customers, contacts and leads; agents are your Zyntra staff.

Where

Call Center › Overview

Who

Anyone who holds a Call Center right. Each screen below names the right it needs.

Switch it on

1
The super administrator opens Setup › Modules. Call Center needs Customers: switch that on first if it is off.
2
On the Call Center row press Switch on. The row says On and the Call Center group comes into the side menu. Call Center works beside any edition (Legal, Hotel, Garage and the others); switched on by itself, the product is called Zyntra Call Center.
3
Open Call Center › Set-up and make your first queue and number (see Call Center set-up). Until a queue exists the overview says No queue is set up yet. and offers Set up your first queue and number.

Switching it off later deletes nothing: the calls, callbacks and reviews stay and come back when it is switched on again.

Test mode

A new Call Center starts in Test mode. The yellow Test mode pill sits beside the screen titles, and nothing reaches the phone network: you try a call from the desk's Try a call box and it rings your agents exactly as a real one would. For real calls, the voice provider (Twilio or RingCentral), its keys and the caller ID are filled in Set-up › Voice provider under Zyntra's own settings, and test mode is switched off there. Where things stand on that tab says Ready for real calls and lists what is Still missing.

The overview

The phones at a glance. Each figure opens its own screen.

PartWhat it shows
My state and My calls todayYour own state at the desk and your calls of the day. Open my desk takes you to the Agent desk.
Callbacks due to me, Follow-ups waiting, Waiting nowWhat waits for you and for the team.
TodayCalls in, Answered, Hung up waiting, Missed or voicemail, Service level and Average wait. A figure under its target is red.
Queues nowEach queue with its Status, who is Waiting, the Free agents and its service level.

Open the wallboard and Reports are at the top right.

The Call Center overview

Who may do what

The rights are in Setup › Roles, under Call Center. The top role holds all of them except the two narrower call views.

RightWhat it lets a person do
Desk — Answer and make callsThe agent desk, callbacks, follow-ups and working a call list.
Calls — View ownOnly the calls they answered or made.
Calls — View teamThe calls of their departments, and the unanswered calls of the team's queues.
Calls — View allEvery call of the company.
Recordings — ListenListen to recordings and voicemails. Without it the call page says listening is a right of its own.
Supervise — ViewThe live wallboard, every agent's state, and listen, whisper or join a call.
Quality — ReviewReview and score calls. Nobody reviews their own call.
Reports — ViewThe reports and the client report.
Queues — ManageSet-up: queues, numbers, phone menus, outcomes, scripts and blocked numbers.
Settings — View / EditThe voice provider and its keys.
Clients — ManageThe clients your agents answer for, their price and targets, and their draft invoices.
Campaigns — ManageFill call lists from Reach campaigns.
Workforce — ViewThe workforce plan.

Flowrica in Call Center

Ask Flowrica on any Call Center screen. She answers from your own rights:

1
Which calls did we miss today? and Which callbacks are due? — for agents and their supervisors.
2
How is the call center doing today?, How did the call center do this week?, Who is the best agent this month? and Why did service level drop on Tuesday? — for supervisors and whoever reads the reports.
3
Schedule a callback: she asks the number, who it is, the day and what it is about, then fills the callback for you. Nothing is saved until you confirm.

On the agent desk, Flowrica on this call shows who is calling, articles that may help, a suggested outcome and the next step. Use it only picks the outcome for you; the agent still saves the wrap-up. In a quality review she fills the lines she can read from the call itself, and the reviewer confirms them.

Next: The agent desk · Calls and follow-ups · Wallboard, quality and reports · Call Center set-up

Questions

Where is “Zyntra Call Center” in Zyntra OS?

Call Center › Overview

Who can use “Zyntra Call Center”?

Anyone who holds a Call Center right. Each screen below names the right it needs.