The system must be able to support: • Multiple simultaneous remote call-takers • Call-takers answering multiple phone lines • Call-takers having individual logins/accounts and supervisory ability to add/remove call-taker accounts • Collection/storage of call data (phone number, time/date, length of call, time to answer, calltaker, etc.) • Reporting of aggregate call metrics (such as average time to answer, abandon rate, time to abandon, etc.) and report-building tools • Real-time dashboards in which supervisors can see who which call-takers' status (available/away/on a call, etc.) • Supervisory ability to live call-monitor any call-taker (whether on site or remote) • Reliable and secure system for call-takers to communicate with each other while on shift • Administrative training The system ideally supports: • iCarol integration • Simultaneous group ring function • Web-based use • 24/7 IT support
