CC Agent

CC Agent

Flexi CC Agent keeps every Agent fully aware of the queue, who is in the queue, how long they have been laced in the queue, the colleagues who are logged in and lots, lots more.

Flexi Contact Centre is a system for sophisticated queue management of different types of incoming contacts, such as Calls, E-mails, Faxes and Text messages (SMS) (voice calls are the basic function, and are referred to as Flexi Call Centre, the other functions are optional). All calls, irrespective of type, are presented via a graphic user interface (Client) in a common queue for the Agent. Different types of call can then be given different priorities via a unique point calculation function that considers the customer, type of contact and skill of the logged-in Agents. Flexi CC is administered in operation via a web interface (AdmiTal Web).


Flexi CC has full support for Free-seating – sit where you want to, your settings are linked to your account!



Flexi CC offers considerable integration facilities with your CRM system, to identify customers when a call is registered in the queue. This can be done by ANI lookup or when the customer enters their phone or invoice number, which is then validated against the database in the CRM system. When the customer has been identified, their name is shown in the queue list that all Agents can see. When a call is booked to an Agent, a so-called pop-up is displayed on their computer, so that the correct customer form is displayed automatically. The pop-up can be combined with a suitable Preparation Time, so that the Agent can prepare himself or herself before taking the call.

How the Agent works:

  • View queues
  • Get information about customers in queue
  • Receive a case automatically (Call, Fax, E-mail or SMS)
  • Make-ready-time
  • Screen-pop-up
  • Case handling time
  • Wrap-up-time
  • Next case…

    • Screen shots for Flexi CC Agent:


    Queue status – all Agents are busy or in pause mode


    Agent 3010 has received the first call in the queue – the call is transferred


    Agent 3010 has answered the call and is handling the case (ongoing call)


    Agent 3010 has a 10 seconds wrap-up-time before next call will be transferred


    An intelligent queue system – it links the telephony and the business system together and gives comprehensive statistics = Added business advantage!