Effective call management is key to delivering exceptional customer service and operational insights. CLASS5uc provides a suite of monitoring, reporting, and AI-driven tools to oversee calls, queues, and performance. Designed for businesses of all sizes, these features help owners, IT staff, office managers, and decision-makers address challenges like poor agent performance, long queues, and lack of data visibility by offering real-time oversight and analytics.
By improving agent accountability and queue efficiency, CLASS5uc reduces costs associated with inefficiencies, enhances service quality, and provides actionable insights to drive better business decisions.
Automatic Call Distribution (ACD) and Queues
CLASS5uc’s advanced ACD intelligently routes incoming calls to the most appropriate agents or departments based on customizable rules, including skills-based routing, priority levels, round-robin, least occupied, or caller ID matching. Queues manage high call volumes efficiently with real-time monitoring of waiting calls, average hold times, and abandonment rates. Supervisors gain full visibility through the Call Center Console, enabling dynamic adjustments, call monitoring, and performance optimization to ensure superior service levels and customer satisfaction.
- Automatic Call Distribution (ACD)
- Skill-based Routing
- Priority Queue & Acceleration
- Ring Group
- Queue Callback
- Queue Panel
- Queue Call Logs
- Missed Call Disposition
- Queue Manager
- Dynamic & Statistic Agents
- Call Recording
- Call Monitoring
- Call Whisper & Live Coaching
- Call Transfer (Cold/Warm)
- Custom Voice Prompts
- Queue Position Announcement
- Estimated Wait Time Announcement
- Wallboard & Real-time Analytics
- SLA Monitoring
Queue Panels and Wallboards
Real-time wallboards display queue traffic, wait times, and agent stats with customizable widgets and multi-screen support. They provide at-a-glance insights, helping managers identify bottlenecks and adjust staffing for cost savings.
- Track sum of all queues or statistics of individual queue
- 17 Key Performance Metrics
- Real-time Monitoring
- Flexible Calculation Time Frame
- Customizable Widgets
- Multi-screen Display
Call Reporting
Generate detailed reports on metrics like agent performance, queue statistics, and satisfaction surveys. Filter by time, agent, or queue for in-depth analysis, resolving data silos and enabling informed decisions to enhance efficiency.
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Call Recording
CLASS5uc provides robust call recording functionality designed for compliance, quality assurance, and training purposes. Recordings are automatically or manually triggered on internal, external, inbound, or outbound calls. Each recorded session includes detailed metadata: caller/callee numbers, extension, agent name, call direction, start time, duration, queue (if applicable), and disposition status. Files are securely stored with AES-256 encryption, accessible via the intuitive Call Logs module or Call Center Console. Administrators can configure storage retention policies, enable on-demand playback, download in multiple formats, and apply search filters by date, agent, or keyword (when paired with AI transcription).