LinkLive Contact and Session Windows
LinkLive enables businesses to deploy secure messaging, collaboration tools and contact center or help desk applications. LinkLive enables easy access to customer web chats, instant messaging, desktop sharing, IP voice, video, presence, web forms, and secure email applications.
The image below shows the LinkLive Communication Center.
Presence Based Communications – General Users
General users have access to instant messaging, file transfer, encrypted email, web messaging, desktop sharing, and IP voice and video services.
Queues “Virtual ACD” – Agent Users
Agent users are setup to handle customer interactions for sales, service or support groups. Agent users are identical to general users with one exception; agents receive sessions from queues. Queues enable real-time routing and distribution of customer requests across different media types. The groups can be set up based on the type of service needed and the type of skill required to serve the customer. Queues can also be set up with automated announcements, customized greetings and have advanced messaging options. Queue managers have access to agent productivity reports, service level assurance tools, quality assurance monitoring and logs for all customer sessions.