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Synthesys™ Core modules

Please find below details of the Synthesys™ Core modules that are used in both our Synthesys™ Classic and Synthesys™ .Net versions..

Synthesys™ Core modules :

 

 

  

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Synthesys™ Outbound Manager Basics

This module explains how you can add and configure preview and predictive, as well as SMS and email outbound lists in the Synthesys™ Outbound Manager, using available outbound property settings and specifying the date/ time frame during which calls should be taken. 

 

  

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Synthesys™ Call Recycling

Information for the dialler manager, describing in detail the functionality of the visual Synthesys™ Call Recycling module. This module allows the user to devise highly sophisticated calling strategies.

  

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Synthesys™ Selective Queuing DB Import

The Synthesys™ Selective Queuing Import ("SQI") utility allows you to import, update and queue customer records from an external database, using the existing Synthesys CRM and Outbound mechanisms. 

Using the Synthesys™ SQI Wizard you determine the data source, the import selection criteria and when to run the data import, either immediately or at a later stage by creating a SQI report schedule in the Synthesys™ Campaign Manager.

  

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Synthesys™ Selective Queuing File Import

The Synthesys™ Selective Queuing File Import ("SQI") utility allows you to import, update and queue customer records from a flat file.

Using the Synthesys™ SQI Wizard you determine the file to be used, the import selection criteria and when to run the data import, either immediately or at a later stage by creating a SQI report schedule in the Synthesys™ Campaign Manager.

  

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Synthesys™ Outbound Groups

Synthesys™ Outbound groups are used to present agents with a combination of calls from multiple call lists of multiple campaigns. Each outbound list within a group has a weighting that determines the ratio of calls to be presented.

  

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Synthesys™ Outbound Quotas

The Synthesys™ Quotas option is used to deactivate an outbound list automatically once a predefined number of calls on a specified call result is achieved and written to the database. 

  

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Synthesys™ Managing Outbound Lists


Synthesys™ Core Managing Outbound Lists provides an explanation of available call outcomes, queue states and queue statistics and shows how you can view and manage your outbound lists.

  

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Synthesys™ Queue Manipulation Wizard

The Synthesys™ Queue Manipulation Wizard is used to manipulate the call list of all or selected Outbound lists. You can change the current queue state using the options 'Calls in State',
'Calls matching Filter' or 'All calls in Queue' and instigate the changes immediately, or at a later stage by creating a report schedule in the Synthesys™ Campaign Manager.

  

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Synthesys™ Queue Monitor

The Synthesys™ Queue Monitor allows you to remove queued, sleeping and rescheduled calls from the queue of a selected outbound list.  The process can be activated immediately, or at a later stage by creating a SQM report schedule in the Synthesys™ Campaign Manager.

 

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Synthesys™ Call Blending

 
This module looks at the Synthesys™ Blender and how it is used to blend inbound and outbound calls.

You specify how many agents should be available to take inbound calls for each team and the Synthesys™ Blender will assign inbound calls and outbound work to agents accordingly. 

  

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Synthesys™ Live Monitor

The core function of the Synthesys™ Live Monitor is to provide real-time information of call centre activities for call centre supervisors and managers, with information about queue distribution, agent state, handled call and dialler results displayed visually in graphs.

  

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Synthesys™ Switch Inbound Features

Using the Synthesys™ Switch Strategy Manager you associate each incoming DDI with an inbound strategy and configure
the strategy to be used. All system messages are held in WAV files and can be customised per inbound campaign.
All call details, successful or abandoned, are logged to a database for reporting on call centre performance.

  

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Synthesys™ Switch Monitor

The Synthesys™ Switch Monitor enables supervisors to view and monitor calls made using the Synthesys™ switch, from the moment the call is placed, through to the delivery of the call to an agent, to the call being finished or until the supervisor
chooses to stop monitoring the call.

  

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Synthesys™ Report Viewer

The Synthesys™ Report Viewer is used to add and view SQL reports. A range of standard SQL reports will be available as part of the  Synthesys™ installation and your reporting team can add further SQL reports.