...
Monitor and manage service pools
Monitor and manage callback lists
Listen to call recordings if specific permission is granted
Activate and deactivate users in service pools
Manage users' availability information and other settings
Search and listen to service calls
Searching is limited only to the calls from service pools
Search criteria can be selected
250 service calls are fetched at time
...
Manage all service pools - also add or remove users from service pools
Manage users' availability information for any user and other settings for any user in the organization
Create and manage classification schemas