Features

Here are some of the most frequently used CIC client features.

Configuration

• Configuration Options

• Customize Columns

• Customize Queue Control Toolbars

• Change View Layout

Ease of Use

• Auto Reconnect

• Desktop Alerts

• Save Logs

• Shortcut Keys

Information Organization

• Call History

• Directories

• Directory Entries

• Speed Dial Views

• My Interactions

Interaction Management

• Call Parking

• Call Transfer

• Camping

• Conferencing

• Interaction Notes

• Queue Control

• Voicemail

SIP Audio

• Dial Pad

Status Management

• Status Notes

Supervisor Features

• Agent Statistics

• Coach an Interaction

• Display and Configure Agent Statistics

• Display and Configure the Workgroup Overview

• Display and Configure the Workgroup Statistics view

• Enable Supervisor Features

• Filter a Queue View