Features / glossary

After-Call Work / Wrap-up

V1

After an ACD call, a defined after-call work period (in seconds) starts automatically, during which the agent is not available for routing new calls. The duration is set per queue. After this time expires, the agent is automatically set back to available.

Agent Monitor

V2

The feature Agent Monitor (Agent View) provides a comprehensive real-time overview of the activity and workload of individual agents in one or more queues. Supervisors, team leaders, and administrators thus receive a central tool to monitor the status, processing volume, and performance of each agent.

Benefits

• Transparent monitoring of agent activity in real time.

• Support for team leadership in planning, control, and performance optimization.

• Quick identification of irregularities such as excessively long breaks, low activity, or an above-average number of short calls.

• Basic data for evaluations, coaching measures, and resource management.

Contact Codes

V4.2

The Contact Codes feature enables the structured classification of customer contacts directly in the agent frontend. Using individually definable contact codes, agents can record the reason for or outcome of a conversation and assign the contact to a specific category.

• Individual contact codes:
  Contact codes can be defined with a unique name and description. This makes it possible to represent different contact reasons and conversation outcomes according to the specific requirements of the contact center.

• Structured call classification:
  After a customer interaction, the agent can select an appropriate contact code and assign it to the conversation. This means that calls are not only recorded in terms of their duration and the agent involved, but are also classified based on their content.

• Easy administration:
  Available contact codes are displayed in a clear overview and can be searched using a filter function. New contact codes can be created directly using the “Add” function.

• Classification during the call and after-call work:
  A contact code can be selected directly as part of the processing of an ACD call and is therefore available as structured information associated with the respective contact.

• Basis for reporting and analysis:
  Consistent classification makes it possible to analyze contacts based on their respective reason or conversation outcome. This can be used, for example, to identify and compare frequently occurring contact reasons, sales opportunities, or service requests.

The Contact Codes feature therefore enables customer contacts to be classified consistently and transparently. The additional information collected provides a valuable basis for reporting and enables more detailed analysis of contact volumes and conversation topics.

Explicit Team Leaders

V3

The Explicit Team Leaders feature in AC Team Admin allows administrators to control which content and configuration areas users are permitted to view and edit within the ACD.

By default, the AC Apps can be assigned to any user within the innovaphone configuration. Without further restrictions, such users have extensive permissions and can view and modify configuration settings and metrics for all ACD objects.

By assigning a user as an Explicit Team Leader to a specific team, this access can be restricted accordingly.

When a user is assigned as an Explicit Team Leader to a team:

• their visibility is limited to the content of that team

• configuration settings and metrics can only be viewed for the assigned team

• editing permissions are likewise restricted to that team

Other teams, as well as their data and configuration settings, remain inaccessible to the user.

The feature enables a clearly structured role and permission concept within the ACD. Administrators can provide team leaders with targeted access to the areas relevant to them without granting access to all ACD objects.

Fair Agent Utilization

V1

The Fair Agent Utilization feature in anyContact innoACD ensures balanced distribution of call load among available agents. Instead of routing calls solely based on skill matches or caller wait time, this feature additionally takes the current workload of agents into account when selecting the best target.

The system continuously monitors each agent's total talk time and idle time. This data is used to favor agents with lower recent utilization in the routing process—without violating any defined skill or queue constraints.

The impact of the “Agent Utilization” factor can be configured individually for each queue.

Objectives:

• Optimize workload distribution
  Ensures even call handling across all qualified agents.

• Avoid overloading or idling agents
  Prevents individual agents from being disproportionately assigned or left idle.

• Improve team satisfaction
  Fair routing contributes to a more balanced and transparent working environment.

Technical Details:

• Basis for evaluation:
  Aggregated agent talk time and inactivity time.

• Impact on routing:
  Agents with relatively lower usage are prioritized, assuming required skills are met.

• Configuration parameter:
  The weighting for “Agent Utilization” is set within the Routing Strategy section of the queue settings.

• Combinable with:

  • Skill-based routing

  • Wait time prioritization

Example Configuration (Routing Strategy):

In this example, routing decisions are based 60% on skills, 20% on caller wait time, and 20% on agent workload.

Free Seating

V1

The Free Seating concept allows contact center agents to log in flexibly from any workstation, regardless of physical location or device. This enables a location-independent and dynamic deployment of agents – ideal for shift models, hybrid work environments, or shared desk setups.

In anyContact innoACD, this feature is fully supported:
Agents log in via the myApps client, which automatically loads their personal settings, skills, and statuses — no matter which workstation they are using.

Intelligent Callback Management

V4

The Intelligent Callback Management feature enables the centralized management and processing of callback requests and missed calls from the waiting queue. Agents can clearly view open callback requests, process them individually, and initiate callbacks directly from the agent frontend.

• Centralized callback overview:
  Callback requests and missed calls that were abandoned while waiting in the queue are displayed together in a clear, centralized list. In addition to the caller ID, the list provides information such as the affected queue, the most recent call time, the number of call and callback attempts, and the time of the most recent callback attempt.

• Distinction between callback requests and missed calls:
  Entries are clearly distinguished based on whether the caller actively requested a callback or whether the call was abandoned while waiting in the queue.

• Flexible caller ID selection:
  When initiating a callback, the agent can choose whether to present their personal extension or the queue's phone number as the caller ID to the recipient.

• Protection against parallel callbacks:
  Callback entries are automatically locked if the caller is currently waiting in the queue again or if another agent is already carrying out a callback. This prevents parallel or unnecessary callback attempts.

• Targeted callback follow-up:
  After a successful connection, the agent can decide whether the callback entry should be removed from the list after the call has ended or retained for another callback attempt.

Intelligent Callback Management therefore enables structured and traceable processing of open customer contacts and helps agents efficiently and flexibly handle missed calls and callback requests.

Inter-Agent Transfer

V1

The Inter-Agent Transfer feature enables active calls to be transferred between agents within the contact center — for example, for escalations, internal consultations, or handovers to subject matter experts.

• Preservation of contact information:
  All relevant caller data (e.g., phone number, routing history, source of contact) is fully retained during the transfer and remains available to the receiving agent.

• Wrap-up time for all involved agents:
  Both the transferring and the receiving agent are granted their own wrap-up time after the call ends, allowing for proper documentation and follow-up actions.

• Full accounting of call duration:
  The total duration of the call — including time spent with each agent and during the transfer — is recorded as a single continuous conversation and reflected accordingly within the dashboards.

This ensures that even complex customer interactions involving multiple agents are transparently tracked and accurately documented.

Last Agent Routing

V2

The Last Agent Routing feature makes customer service in the contact center more personal and consistent by preferentially connecting returning callers with the agent who assisted them last. This increases customer satisfaction and avoids unnecessary repetition during conversations.

How it works

• When a customer calls again, the system checks whether the agent who handled the previous interaction can be reached.

• If this agent is available, the call is routed directly to them.

• If the agent is not available, the system falls back to the regular queue routing after a defined waiting period, ensuring that the call is handled promptly by another suitable agent.

Benefits

• Stronger customer loyalty through more personalized service.

• Reduced repetition and follow-up questions, as the same agent is already familiar with the case.

• More efficient case handling thanks to a seamless continuation of previous conversations.

Logout after call

V3

The Logout after call function allows agents to schedule a logout from the automatic call distribution (ACD) in AC Agent while a call is still in progress. This allows agents to automatically log out of the ACD once the current call has ended, without receiving any additional calls in the meantime.

During an active call, the agent can activate Logout after call in the backend. Once the call has ended, the agent will not automatically return to the “Ready” status.

Instead, the agent will:

• be logged out immediately

• no longer be included in the automatic call distribution

This ensures that the agent does not receive another call once the current conversation has ended.

The function is particularly useful for agents during periods of high workload or high call volume. It allows agents to leave the ACD in a controlled manner without requiring additional administrative steps while a call is still in progress.

This ensures that agents can properly finish their work or take a break without being automatically placed back into the call distribution after completing the current call.

Mandatory Skill Timer

V1

The Mandatory Skill Timer allows specific skills to be treated as mandatory for a defined period during routing. This ensures that calls are initially only delivered to agents who possess the required skill. Once the timer expires, the skill remains preferred but is no longer strictly required.

• Mandatory skill matching:
  During the active timer phase, the defined skill is enforced as a hard requirement. Only agents with the corresponding skill are eligible to receive the call.

• Transition to preferred handling:
  After the timer expires, the skill is no longer mandatory but still preferred. This means that, if no qualified agent is available, the call can be distributed to a broader group — while still favoring agents with the skill.

• Flexible routing behavior:
  The Mandatory Skill Timer offers a balance between quality (through targeted skill-based routing) and reachability (through time-controlled fallback logic).

This feature is especially useful for specialized topics, high-priority customer segments, or qualification-dependent processes, allowing routing strategies to dynamically adapt based on time and availability.

My Agent Performance

V4

The My Agent Performance feature provides agents with a transparent overview of their personal daily performance. The key figures provide a compact summary of handled ACD calls, talk and after-call work times, as well as the agent’s personal availability.

• Personal performance overview:
  The agent receives an overview of their current daily performance data. This includes the number of calls delivered and answered, as well as missed calls and various time-based performance metrics.

• Comprehensive performance metrics:
  In addition to the number of ACD calls and answered calls, the feature provides metrics such as average talk time, average after-call work time, average ringing time, as well as total talk time, after-call work time, and availability time.

• Clear distinction between delivered and answered calls:
  The metrics distinguish between all ACD calls delivered to the agent and calls that were actually answered. This also provides a transparent view of unanswered and missed calls.

• Individual display:
  Agents can show or hide their performance data as required. The displayed information is exclusively visible to the respective agent and is not available to other agents.

The My Agent Performance feature therefore gives each agent a quick and transparent overview of their daily performance and provides a direct basis for assessing their personal call volume and the associated talk and handling times.

Queue

V1

A queue is the entry point into the ACD and serves as a waiting area. It is based on the innovaphone object type Waiting Queue. Announcements are played using innovaphone’s built-in tools. Routing, however, is fully controlled by anyContact innoACD. Queue-specific routing and configuration settings are done via the “AC Queue Admin” app.

Queue Factor

V1

The Queue Factor defines the maximum number of simultaneous calls allowed in a queue's waiting area, relative to the number of currently logged-in agents. It acts as a dynamic threshold based on agent availability, helping to control queue load and prevent excessive wait times.

• Dynamic call queueing based on agent count:
  The Queue Factor is configured as a percentage. A value of 100% means that one call is allowed in the queue per logged-in agent. For example, if 5 agents are logged in, up to 5 calls can wait in the queue. Additional calls are rejected.

• Limit applies to the waiting queue only:
  This limit affects only waiting calls. Active conversations are not counted. So if all 5 agents are currently in calls, 5 additional calls can still be placed in the waiting queue — resulting in a total of 10 calls (5 active + 5 waiting).

• Efficient load control:
  The Queue Factor allows fine-tuned control of queue occupancy, balancing service quality with system efficiency. It helps avoid long wait times and ensures that queues remain manageable, even during high load.

This feature is particularly useful for maintaining service level agreements, avoiding caller frustration, and optimizing agent workload.

Queue Overflow

V1

A queue overflow can happen immediately via forwarding or via DTMF from built-in systems. The queue configuration defines whether the requirements of the new queue should be adopted or not. For example, individual requirements can be defined per dial-in queue while call processing occurs in a central queue.

Queue Rules

V3

Queue Rules in AC Queue Admin provide a flexible way to control the behavior of queues within innoACD based on defined rules. Individual rules can be configured for each queue to respond to incoming calls or specific call events.

Each rule follows a clearly structured approach and consists of three components:

• Event (trigger)
  Defines the event that causes the rule to be executed, such as an incoming call or a specific call status.

• Condition (optional)
  Defines the conditions under which the rule is applied. Conditions can, for example, be based on the caller's phone number or specific parts of the number.

• Action
  Defines which action is performed when the event occurs and the specified condition is met.

Queue Rules can be used to implement actions such as:

• Dynamically setting or removing skills
  Skills can be automatically assigned or removed based on criteria such as the caller's phone number or specific number prefixes.

• Targeted acceptance or rejection of calls
  Incoming calls can be automatically accepted or rejected based on defined rules.

• Queue-specific blacklisting and whitelisting
  Specific phone numbers or number ranges can be selectively allowed or blocked using appropriate rules.

Queue Rules provide significantly more granular and flexible control over call routing within innoACD. This allows organizations to implement individual requirements directly at the queue level and automatically process incoming contacts based on freely definable criteria.

Reporting

V3

Starting with version 3, innoACD provides integrated statistical analysis of activities within the platform for the first time. This gives the platform native historical reporting without the need for external reporting systems or additional data exports.

The reporting functionality enables a structured analysis of historical activities and provides a solid basis for contact center operations, optimization, and capacity planning.

Statistical analyses can currently be performed at the following levels:

• Queues
  Analysis of the activities and workload of individual queues.

• Teams
  Analysis of team performance and processed contacts within defined groups of agents.

With integrated historical reporting, supervisors and administrators can:

• monitor the workload of queues and teams

• analyze developments and trends over defined periods

• make informed decisions to optimize routing and resource planning

RONA

V1

If a call is not answered by an agent within a globally defined time, it is removed from automatic distribution. The call is placed back into the previous queue. A corresponding notification appears at the agent’s workstation.

SBR (Skill-Based Routing)

V1

yA method where a score is calculated for each call-agent pair based on weighting various attributes (skill, level, wait time, workload). The pair with the highest score is selected, and the corresponding call is offered to the agent. Detailed information on Skill-Based Routing is available at Skill-Based Routing in anyContact innoACD .

Servicelevelzeit

V2

The service level time feature is a key metric in the contact center that reflects the answer quality and availability of a queue. It defines the time frame within which calls must be answered in order to be counted positively in the evaluation. This makes the service level an important control parameter for operational planning and quality assurance.

Benefits

• Clear and measurable target for response speed within the contact center.

• Easy traceability and a benchmark for SLA requirements (Service Level Agreements).

• Real-time indicator for managing resources and improving accessibility.

Short Calls

V1

Short calls are those that last less than a system-wide configurable duration either in the queue or in conversation with an agent. If a caller hangs up within this time, it is not counted as a lost call and does not negatively affect the service level. If a call with an agent ends within this time, it is also not counted and the agent does not receive after-call work time.

Skill

V1

A skill is a property required by the queue and offered by the agent. We distinguish between required and optional skills. A required skill can be converted to an optional skill after a configurable time. This conversion also happens if the call is not in the queue. If an agent rejects a call, routing attempts immediately restart with the changed requirements.

Skill Level

V1

The skill level determines the proficiency of a skill on the agent side. Considering the level allows better-qualified agents to be prioritized without significantly increasing the wait time. The skill level feature expands the classic skill assignment in contact center routing by a percentage rating (1–100%) of an agent's qualification for a specific skill. This information is used together with other factors such as wait time, availability, and current workload to calculate an optimal agent pairing for each call based on a weighted overall score.

Waiting monitor

V2

The Queue Monitor (waiting field view) feature provides a transparent and well-structured overview of all calls currently waiting within a selected queue. This gives supervisors and agents real-time visibility into queue load and caller status, enabling them to monitor the situation and react accordingly.

Benefits

• Real-time transparency of queues and the current call situation.

• Quick identification of callers with long waiting times.

• Flexible, customizable display through filtering and sorting options.

• Supports supervisors and agents in efficient queue monitoring and in making informed resource allocation decisions.