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While we may think of spring as a good time for house cleaning, it’s also a great time for your contact center to get started with system cleanup. Finding any messages that need attention keeps your system uncluttered and helps your clients ensure they’re handling any items that need attention.
To save time, instead of manually searching through each client account or per listing using the Sandbox, the Intelligent Series (IS) Message Survey feature simplifies the process of discovering:
- Undelivered messages
- Outdated specials
- Pending or expired dispatch jobs
- Unplayed and played voice messages
A Tool for Agents and Supervisors
Agents and supervisors can initiate a Message Survey anytime. Using the Amtelco Web Agent and Soft Agent, an agent can immediately navigate to a client to investigate outstanding items. Supervisors can print or export the Message Survey information for review.
You can add a customized function key to give agents fast access to review information and select which agents have access to the key. The key can be color-coded and renamed to suit your contact center’s specific needs. Then, with a single click, your agents can quickly review accounts and resolve pending messages or specials.
Excluding Clients from the Message Survey
You can omit specific clients from the Message Survey results, such as those requesting to have their messages held or those with unique message workflows enacted.
Find Out More
Learn more about Message Survey settings on TechHelper, Amtelco’s online customer support portal.
