Project Concept

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Project Concept

Users handling business processes in an organization are grouped and assigned to projects. Conpeek allows for matrix management of human resources, which translates into very flexible organisation of work.

project concept conpeek callme

Multi Project

A consultant may work on many projects at the same time. This allows for dynamic assignment of the right personnel to pursue business objectives, with particular emphasis on their competence.

Konsultant może jednocześnie pracować w wielu projektach. Pozwala to na dynamiczne przydzielanie właściwych osób do realizacji celów biznesowych, ze szczególnym uwzględnieniem ich kompetencji Do wyboru callme
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Project State

The project can be switched on and off at any time. Disabling a project automatically disengages consultants from the project and stops services that make outgoing calls, such as VoiceCampaign, CallMe or VoicePolling. This can be automated by setting a schedule for the project.

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Consultant State

A consultant can have three basic statuses and two types of breaks in the system.

w project concept konsultant może mieć w systemie trzy podstawowe stany oraz dwa rodzaje przerw.
To operate calls in a project, the user must be in ONLINE mode.

Conpeek allows you to define your own types of BUSINESS and COFFEE breaks, which allows you to customize reporting to meet your business needs.

Conpeek allows you to set the consultant work schedule, according to which the system automatically changes the statuses of the users.

Konsultant może mieć w systemie trzy podstawowe stany oraz dwa rodzaje przerw. w callme
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Project Outbound Presentation

Flexible presentation management for outgoing calls allows for correct identification of the project, proper routing of callbacks and maximizing their effectiveness. Conpeek allows you to set the desired strategy for selecting a presentation number for outgoing calls regarding a given project.

PROJECT

Presentation with the main project number.

POOL RANDOM

Presentation with a randomly selected number from a specified pool.

POOL DEFAULT

Presentation with a default number from a specified pool.

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Consultant Channels

Consultants can handle the selected communication channels that have been assigned to a given project:

The project may include the multichat option, which allows for handling multiple calls on the chat communication channel at the same time. This results in a significant increase in the effectiveness of consultants’ work without a negative impact on the quality of customer service.

Konsultant może w projekcie obsługiwać wybrane kanały komunikacji.

Audio

E-mail

Voicemail

Video

SMS

webmessage

chat

Fax

Facebook

Consultant Mode

A consultant may work on a project in given modes of operation:

Inbound

Support for incoming calls in a project (Direct/ACD).

OUTBOUND

Support for outgoing calls in a project (CallMe/VoiceCampaign).

BLENDING

Mixed mode (INBOUND/OUTBOUND).

DISABLED

Temporary suspension of a consultant from working on a project.

Conpeek allows you to specify the minimum number of consultants working on a project to handle incoming traffic. If necessary, the system may cyclically switch users from blending to inbound mode to meet this requirement.

Conpeek allows you to set the consultant work schedule, according to which the system automatically changes the statuses of the users.

Conpeek pozwala na określenie minimalnej liczby konsultantów w projekcie obsługujących ruch przychodzący. callme czy voiceCampaign
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Consultant Outbound Project

A consultant may choose a project in which he or she makes calls manually. For such calls, all parameters of the project apply, in particular the selection of the desired number for the presentation.

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Consultant Selection

Conpeek provides advanced mechanisms allowing for the selection of the right user to handle an incoming or outgoing call. The basic parameter determining the method of selecting a consultant is choosing a given strategy.

TOP DOWN

Selection in accordance with the consultant's position in the project.

SCORE

Selection in accordance with the score of a consultant in a project.

RING ALL

Selection of all consultants in a project.

LEAST TALK COUNT

Selection of a consultant with the least conversations conducted.

ROUND ROBIN

Selection of a consultant in circular order in relation to consultants' positions in a project.

RANDOM

Random selection of a consultant in a project.

LEAST TALK TIME

Selection of the consultant who conversed the least amount of time.

LONGEST IDLE

Selecting a consultant who has been waiting for any conversation the longest.

Conpeek udostępnia zaawansowane mechanizmy pozwalające na dobór właściwego użytkownika do obsługi połączenia przychodzącego lub wychodzącego. Podstawowym parametrem określającym metodę wyboru konsultanta jest strategia.

Conpeek provides advanced mechanisms allowing for the selection of the right user to handle an incoming or outgoing call. The basic parameter determining the method of selecting a consultant is choosing a given strategy.

POSITION

The position of a consultant in a given project is taken into account while selecting him/her for the TOP DOWN and ROUND ROBIN strategies

SCORE

The score of a consultant in a given project is taken into account while selecting him/her for the SCORE strategy. It also determines the choice of the conversation script.

TIER

Layer in a project to which a consultant is assigned. If the layer mechanism is enabled in the project, the system firstly selects users from the first layer, and as the waiting time for a call increases, the system adds more layers.

PRIORITY

Priority of a project for a given consultant. If a user works on multiple projects, the system assigns him/her to conversations in accordance with the set priorities.

Project Recording

Conpeek allows you to enable recording of selected channels for all calls in the project. Depending on the permissions, the system users can search for project-related calls and download or listen to their recordings. In addition, it is possible to share recordings via a temporarily generated https link.

After Call Work

Setting the ACW parameter in a project means that a consultant is not assigned to subsequent calls for a specified period of time after a previous one has ended. This allows him/her to freely perform additional tasks that are related to a conversation. Depending on a user’s permissions, he/she may terminate or extend the ACW break any time.

Ustawienie parametru ACW w projekcie, powoduje że konsultant po zakończeniu połączenia nie jest przez określony czas przydzielany do kolejnych połączeń. Dzięki temu może swobodnie wykonać dodatkowe zadania związane z rozmową. Użytkownik, w zależności od uprawnień, może w dowolnym momencie zakończyć lub przedłużyć przerwę ACW.
Ustawienie parametru ACW w projekcie, powoduje że konsultant po zakończeniu połączenia nie jest przez określony czas przydzielany do kolejnych połączeń. Dzięki temu może swobodnie wykonać dodatkowe zadania związane z rozmową. Użytkownik, w zależności od uprawnień, może w dowolnym momencie zakończyć lub przedłużyć przerwę ACW.

Fail Break

In case of a failed attempt to establish a call with a consultant (REJECT/TIMEOUT), Conpeek allows to suspend a consultant from working on a given project for a specified period of time. This allows for an effective reduction in time needed to establish a call by omitting users who cannot conduct consultations at a given moment.