Category breakdown

SIP Integration
Dashboard customization
Dashboard view:
- Call offered
- Call waiting

- Data agent (agent state, login id agent, direction

call,call time, skill agent, aux reason, skill level)

- Call Answered (ACD Calls)

- Average ACD Calls
- Abandon Calls
- Average aban calls
- Accept Call
Feature
- Service Level %
- Average speed answer
- Agent list
- Graphic agent status
Call Forward
IVR to Survey

IVR to WA

Set whisper annc before incoming call

 Speech evaluation
Voice evaluation
Speech rate
Speech recognition
Filter by call memo
customize IVR/PBX Announcement
Call distribution setting

Extention configuration
Configuration

SLA Configuration

Whispering/Coaching/Barge In

Phone

CRM/Ticketing include

User Interface

Call recording

Reports Agent name

COF (Call Offered)
ACD Calls
Abandon Call
Accept Call

AHT (Average Handling Time)

Hold Call
Hold Time
ACD Time
%SL (Service Level)
AUX Time
Logout Login
Staff Time
ACW Time
Interval Report per 30 minutes
Daily, Weekly & Monthly Report
Report berdasarkan skill agent
Report per agent
Mobile apps integration

Video call integration

Video call recording

 Definition/function
SIP Trunk can be integrated
Dashboard layout can be customized

Total ACD Call + Abandon Call + Accept Call

Total call that on queuing waiting to pick up by agents

- Agent state : Agent status (available, aux training, aux coaching, aux toilet, aux meal, aux rest, aux
- Login id : agent login identity
- Direction Call : Incoming/Inbound call or outgoing/outbound call
- Call time : duration call time
- Skill agent : agent is assign to skill for example on banking project there are credit card skill and ba
- AUX reason : status agent when on Rest/Meal/Pray/Training/Coaching, etc
- Skill level : Incoming call priority will be received by agent with skill level 1.
Skill level 2 and 3 will be next priority to received call (TL or SPV)

Total call received by agent

Average total call received by agent
Total call not received/missed by agent
Average total call not received/missed by agent
Total call that received by agent based on SLA Settings (for example SLA set within 20 seconds : Ag
20 seconds to meet the SLA)

Percentage of call received by agent based on SLA settings

Average of call answer speed received by agent (by seconds)
List of agents
Graph that show status agent (available or on AUX status)
Call can be forwarded to other number
After call system can be transferred to Survey, so customer can give feedback or review regarding c

Call center can be transffered to Whatsapp channel. Customer just need to input whatsapp numbe
call.

If projects or campaign have more than one skills, whisper or pop up skill on softphone can notify a
Speech from call recording between agents & customer can be analyse by AI technology. AI can ana
Speech from call recording between agents & customer can be analyse by AI technology, AI can ana
Speech rate can be calculated by AI
Speech can be translated to text by AI (Text to speech)
Call can be filter by call memo
IVR announcement are announcement that can be set by voice recording that already recorded. It
project (greeting, menu,etc)
Call distribution setting for incoming call to agent (can be setting round robin or longest idle)
Configuration for extention :
Manual answer : If any incoming call, agents need to pick up the phone manually
Auto answer : If any incoming call phone will auto answer by agent that available
Service level for agent to received call, for example if set within 20s agents need to pick up phone l
Whispering : Supervisor can hear and give agents instructions without customer hearing the conve
Coaching : Supervisor only hear conversation between agents & customer
Barge in : Supervisor can join conversation with agent & customer (conference call)

Phone that used on 3CX is softphone and can open on web or installed 3CX apps on PC/Android/iO

CRM (Customer Relationship Management) are tools that can be integrated in telephony system, C
based on database that already input on the system.
3CX can be integrated with many CRM such as : Zendesk, salesforce, freshdesk, zoho, etc)

Call recording is voice files from conversation by call.

Agent name that assign to the project/campaign

Total ACD Call + Abandon Call + Accept Call
Total call received by agent
Total call not received/missed by agent
Total call that received by agent based on SLA Settings (for example SLA set within 20 seconds : Ag
20 seconds to meet the SLA)
Average call handling time by agent.
The formula for AHT = (ACD Time + Hold Time) / (ACD Calls)
Total call that hold by agent
Total duration of hold call
Total duration of ACD calls
Percentage of call received by agent based on SLA settings
Total duration of status agent when on AUX mode (Rest/Pray/Meal/Training)
Time agents login and logout on system
Total duration agents when login
ACW (acknowloedge) Total duration when agent already hang up call and need time to input data c
agent ready/available to pick up another call.
Report can be filter by interval 30 minutes or 1 hour
Report can be filter daily, weekly or monthly
Report can be filter based on agents skill
Report can be filter based on agents name
Mobile apps integration

Video call integration

Video call recording

Avaya 3CX
Yes Yes
Yes Yes

Yes Yes
Yes Yes

Yes Yes

Yes Yes
Available but not showing on dashboard.
Yes Can be customized
Yes Yes
Yes No
Yes Available but not showing on dashboard.
Can be customized

Yes Available but not showing on dashboard.

Can be customized
Yes No
Yes Yes
Available but not showing on dashboard.
Yes Can be customized
Yes Yes
Yes Yes

Yes Yes

Pop up skill on web or apps when

Yes incoming call received
 No No
No No
No No
No No
No No
Yes Yes
Yes Yes

Auto answer or Manual Auto answer or Manual Answer

Answer

Yes Yes

Yes Yes

Softphone integrated with web, apps on

Hardphone & softphone PC/Android/iOS

User friendly User friendly

No No but can be integrated

Yes Yes
Available on Nice Include on 3CX Web
Set based on user privilege Set based on user privilege

After call ended, call After call ended, call recording available to
recording available to play play

Format recording : .wav Format recording : .wav

Yes Yes
Yes Yes
Yes Yes
Yes Yes
Yes Yes

Yes No
Yes No
Yes No
Yes Yes
Yes Yes
Yes Yes
Yes Yes
Yes Yes
Yes No
Yes No
Yes Yes
Yes Yes
Yes Yes
No Yes

No Yes

No Only audio available

 VOXIMPLANT

Yes

Yes
Yes

Yes

Yes
Yes
Yes
Yes
Yes

Yes
Yes
Yes
Yes
Yes
Available but Can be
customized
Available but Can be
customized
Pop up skill on web or
apps when incoming call
received
 No
No
No
Yes
Yes
Yes
Yes

Auto answer or Manual

Answer

Yes

Softphone integrated
with web, apps on
PC/Android/iOS
User friendly

Yes

Yes
Include on Uidesk Web
Set based on user
privilege
After call ended, call
recording available to
play
Format recording : .wav
Yes
Yes
Yes
Yes
 Yes

Yes
No
No
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Using SDK
Yes
Using SDK
Yes
Recording File store on
cloud storage