Dolphin Power Dialer now includes more powerful remote agent management. With the Command Center your Agents can now dial from a Central Phone List, even if they are working from home or another office (Available only for users in the USA and Canada). Plus the Supervisor can have real time reporting and communication with the agents. In the screenshot below you see the Agent Status Screen which shows you at a glance who is offline and online, how many calls and connected calls each agent has made, plus you see statistics for each campaign overall. Also from this screen you can listen in or whisper coach each agent.
✔ CENTRAL PHONE LISTS:
Agents dial from a Central Phone List which is located on the Supervisor computer. Your dialing lists are not “cloud based”; neither your Agents or anyone else can see or retrieve those lists. You can have multiple lists, but each list should have a maximum of 100,000 records.
✔ WATCH AGENTS & SEE RESULTS:
Supervisors can see when each agent is ON or OFF line, watch when they are dialing, and see the results of each call and a results summary of the calling campaign.
Supervisors and Agents can Chat with the built in IM tool.
✔ SILENTLY MONITOR:
Supervisors can just click the “Listen” box to hear that Agent’s conversation. The Agent will not know they are being monitored.
✔ WHISPER COACH:
While silently monitoring an Agent, a Supervisor can click the “Whisper” box to talk to the agent without the person called being able to hear the Supervisor.
A Supervisor can record an Agent’s conversation without their knowledge.
✔ CHANGE SCRIPTS, LABELS, RECORDINGS:
A Supervisor can quickly change the Agents’ Scripts, Disposition button labels and Field labels, and pre-recorded messages for answering machines or voice mail.
✔ MULTIPLE AGENTS:
Each Dolphin Command Center can control up to 30 Agents at a time.
✔ AGENT WORK STATIONS:
When the Supervisor uses the Command Center, the Agents will be using a restricted version of the Dolphin Power Dialer. They cannot upload lists of their own or steal your lists. If an Agent quits or is terminated, they cannot continue using that Dolphin. Simply contact us with their customer number and we will change the password and let you move that Dolphin to another computer of your choice.