Call Centre

Queue distribution

To make the handling of queues more efficient, the administrator can set:

 

  • Destination of calls

Defining which types of devices the calls are distributed to. Your own personal call routing rules will not apply in this case.

  • Distribution of calls

Time and presence can be used to manage calls. The call can be passed on to the next agent after a defined number of seconds, and if no-one is available to take the call, it can be forwarded to a pre-set number.

  • Queued calls

Any calls that are queued can be forwarded to a pre-set number after a set number of minutes. If no-one is logged in or available, the queued call can also be forwarded to a specific number. And if the call keeps trying and trying to get through, once it reaches the specified number of distribution attempts, it can be forwarded to the no attendant number.

  • Missed calls

If you’ve missed more than the defined number of calls, you will be logged out of the distribution group.

  • Queue and Agent statistics tabs
  • ACD supervisors can see the widgets queue statistics and agent statistics for their groups in an extra tab. These allow supervisors to see the group’s statistics, and log agents in and out of the groups.
  • Queue statistics

The queue statistics widget shows all your ACD and attendant groups, with the following details:

  • The name of the group. Click on the group to expand it and see members of the group, with logged out agents having names in grey; agent status; skill, where skill 1 is the highest and 5 the lowest skill; and a button to log the agent in and out of the group.
  • The number of people in the queue.
  • The time in minutes and seconds that the last caller waited before the call was picked up.
  • The time in minutes and seconds that the average caller waited before the call was picked up.
  • The number of dropped calls or calls that were hang up before they were picked up.
  • Agent statistics

The agent statistic widget shows all the same info as the queue statistic widget, but it is sorted by agent name instead of group name.

  • Group login

You can see your log in status on the group buttons and log in or log out by pressing the buttons.

The buttons are highlighted for the groups you are logged into.

  • Manager Assistance

If you are stuck, call a manager to help! Once you are logged in as an ACD Agent, just click Help Me.

  • SMS messages

You can send SMS messages with the ACD number if this has been configured on the server.