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Call Center Features by Product
Call Center Feature | Handset | OSSmosis | Unity Agent | Web Agent | Supervisor |
---|---|---|---|---|---|
ACD Join/Unjoin | X | X | X | X | |
ACD Login/Logout | X | X | X | X | X |
Agent State Control | X | X | X | X | X |
Call Handling | X | X | X | X | |
Escalation | X | X | X | ||
Presence/IM | X | X | |||
Real Time Reporting | X | X | |||
Enhanced Reporting | X | ||||
Queue Statistics Display | X | X | |||
Barge-In | X | ||||
Silent Monitoring (Agent and/or Queue) | X | X | |||
Supervisor Forced Agent State | X | X | |||
ACD Call Prioritization | X |