The coolest companion of phone attention crew at Som Energia
- Features: What it does
- User Guides: User Guides
- Setup: How to setup
- Command Line Tools: Operator guide
- Developing: Developing Tomàtic
- TODO.md: Pending task list
- CHANGES.md: Version history and change log
- doc Further documentation (Including project requirements, glossary and designs)
This software is used within SomEnergia cooperative to improve the quality of the phone support we give to our members and clients.
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It distributes helpline turns among the staff
Each week it decides the turns each person will be attending to the phone. Takes into account a provided ideal load for every one, their holidays, meetings, and some nice restrictions to ensure staff wellbeing and service quality.
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Manual edition of the resulting time table
Unscheduled meetings and other events, often makes the computed timetable outdated. The web interface can be used to swap turns on the timetable and keep track of the changes.
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Programming Asterisk queues according the timetable
Every turn, Tomàtic automatically setups the PBX queue according to the timetable. It sends friendly reminders to the people on duty and warns the coordinators whenever an agent is not connected to the PBX because of technical or human memory issues.
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Realtime control of the current queue*
You can pause agents to adapt to temporary absences, or adding more agents in case of bursts of incomming calls. Tomatic visually shows the state of each extension in the queue: Available, attending a call, disconnected, paused...
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Instant information about the incomming call
For each incomming call, Tomàtic retrieves all the information in our ERP related to that number and displays it to the agents in an accessible format: contracts, invoices, alerts, previous notes... this way agents can resolve calls faster and better. If the phone is not in the database, still the agent can perform searches using many criteria.
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Integrated call annotation
With a few clicks you can annotate current and past calls. Such annotations can be used to start an official claim procedure or just to keeps some stats that will help to improve the quality of service.
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Tomàtic impersonation
Turn team coordination messages into a smile by impersonating Tomàtic in the chat group. It seems an amusement feature but, keeping a smile in our faces makes our service also nicer.