Interactive Contact Center Benefits
Read on to find out about the benefits of Interactive Contact Center in agent control, queue control, and administration.
FEATURE	DESCRIPTION	BENEFIT
Agent control	Real-time control of agent states You can control the real-time states of individual agents by ¨      Logging them in and out ¨      Placing them in and out of do not disturb ¨      Placing them in and out of make busy with reason ¨      Dynamically moving them from one answering queue or multimedia queue to another	Enables you to ¨      Control and deploy agents instantaneously to respond to changing contact volumes. ¨      Allow agents to take breaks while covering off their positions.
	Enhanced agent desktop display With the enhanced agent desktop display, agents view customizable monitors on their computer desktops and can control their availability across multiple media. They can ¨      Log themselves in and out ¨      Place themselves in and out of do not disturb ¨      Place themselves in and out of make busy with reason ¨      Dynamically move themselves from one answering queue or multimedia queue to another	Enables agents to easily control their availability via their desktops. Make busy with reason codes enable supervisors to track why, when and for how long agents are in make busy. Also enables other agents and supervisors to see who is in make busy and for what reason.
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FEATURE	DESCRIPTION	BENEFIT
Queue control	Real-time control of Automatic Call Distribution (ACD) queues You can control queues by opening or closing them using the queue do not disturb function.	Enables you to control the availability of queues and respond to changing call volumes immediately.
	Scheduled control of ACD queues You can schedule queues to be active or inactive based on the business hours scheduled for each queue.	Automates queue scheduling, eliminating the need to log queues on and off manually.
FEATURE	DESCRIPTION	BENEFIT
Administration	One point database administration Interactive Contact Center provides a database synchronization feature which updates the Contact Center Management database with any changes to the telephone system queue/agent information, including associated agent names and IDs and agent group names and IDs.	Lowers your administrative burden/costs by eliminating the need to program multiple devices.
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