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Call Centre Queue

Product Team
  • Updated

The first screen the user will see after clicking on the Call Centre Queue will be the Call Centre Queue Dashboard:

 

 

Dashboard Definitions

 

Dashboard Terms Definitions
Name Name your call centre queue.
Extension Extension number for the queue.
Strategy Defines how calls are distributed in a queue.
Tier Rules Apply

Select from the dropdown menu between True or False.

  • True: Set the tier rule rules to apply as true. The defined tiers will be used.
  • False: Set the tier rule rules to apply as false. All tiers will be used.
Description Enter a description to help organise and define what the queue is used for.
Action

Allows the user to take three actions which are:

 

  • Copy: A user can copy the previous queue to create a new queue.
  • Edit: To edit the existing queue.
  • Delete: To delete the queue.

How to Add Call Centre Queue?

 

Step 1: To add a call centre queue, click on + Add Call Centre Queue on the top left.

 

 

 

Step 2: Enter the call centre queue information below and click Save once complete.


Description of inside fields:

 

Inside Fields Definitions
Line of Business Select the line of business from the drop-down list.
Queue Name A way to organise what the call centre queue is used for.
Strategy Select the Strategy from the drop-down list
  • Ring All: Will ring all agents simultaneously.
  • Longest Idle Agent: Will ring the agent who idles the longest depending on their tier level.
  • Round Robin: Will ring the next agent available in the line.
  • Top Down: Will ring agents in order, starting from one.
  • Agent With Least Talk Time: Will ring the agent who has the least talk time.
  • Agent With Fewest Calls: Will ring the agent who has the least calls.
  • Sequentially By Agent Order: Will ring agents in a sequence by the tier and the tier order.
  • Sequentially By Next Agent Order: Agents will be rung in sequence starting from the last agent that the system tried to reach. After that, more agents will be called based on position.
  • Random: Will ring agents in random order.
Music On Hold Select the desired hold music from the drop-down list.
Sticky Agent A logic that sticks a customer to an agent. 
  • For example: A customer calls a service call centre and gets assigned to 'Agent A'. If the customer decides to call again, the user will be able to assign 'Agent A' to the customer, providing effective services/solutions.
  • Users can select either True/False from the drop-down list to enable or disable the Sticky Agent option.
Time for Sticky Agent It is the time interval for sticky agents (in hours). 
  • For example: The "Time for Sticky Agent" is set to 1 hour - If a customer calls 'Agent A' and ends the call but decides to call again after 45 mins, the customer will automatically be connected to 'Agent A'. If 'Agent A' is unavailable, the next available agent will be assigned to the customer.
  • This option allows users to stick the same agent to the customer as per their requirements. This option will be activated only if the sticky agent option is True.
Priority Queue Users can use this function to prioritise certain calls/customers to ensure that their call will be answered first, regardless of how long other calls have been put on hold. As a general rule, the oldest call (not in priority queue) will be served by the next available agent.
Time for Priority Queue The time interval for customers in priority queue (in hours). This option will only be activated if the Priority Queue is set to True.
Record Users can opt to save the call recording by selecting either True/False from the drop-down list.
Time Base Score When a caller enters a queue, the total time (in secs) they have been in the system will be added to their base score. Callers who have a longer waiting time will be ahead in the queue.
  • Queue: The Queue Time will start once a caller enters a queue. If the caller goes to another queue, the Queue Time will start over.
  • System: The System Timer will start calculating the wait time once the caller enters the system. The System Timer will not start over even if the caller goes to a different queue.
Max Wait Time This is configured only in numeric values which are calculated in seconds. The default value is “0” which equals an infinite amount of time.
Max Wait Time with No Agent Timeout Action will be used if there are no agents available. This is configured only with numeric values which are calculated in seconds. The default value is “360” seconds.
Max Wait Time with No Agent Time Reached Timeout Action will be used if there are no agents available. This is configured only with numeric values which are calculated in seconds. The default value is “360” seconds.
Timeout Action Set the action to perform when the max wait time is reached. This allows the user to pick from the menu.
Announce Sound Select the desired announce sound from the drop-down list to play to the caller. 
Announce Frequency Determines how often the announce sound is played (in secs).
Exit Key Keys (0,1,2,3,4,5,6,7,8,9) to quit/end the current queue.

 

How to use Advanced Search?

 

To search a call centre queue:

 

Step 1: Click on the Advanced Search option at the top.

Step 2: Enter the fields.

Step 3: Click the search button.

 

Description of the Advanced Search Fields:

Advance Search Fields Definitions
Name Enter the full/partial name of the call centre queue or the description used.
Line of Business Select the line of business from the drop-down list.

 

Mapped Agents

With this new feature, Admins can map agents to the set of queues, and when the mapped agents log in, they will automatically go into the mapped queue. They don't have to select the queue. 

Steps to view the mapped agent queue:

Step1: Click on Action -> Edit () on any existing call centre queue. See the screenshot below for reference:

Step 2: After clicking on the edit option, scroll down a bit and you will see the below screen. This screen is the mapped agent's screen and shows how many agents are mapped to the respective call centre queue with their username, email, and name details.

See the screenshot below for reference:

Step 3: Use the header bar to Search, Add, Import, and Remove the mapped agents from the call centre queue.

  • Click on the search "" tab to search the mapped agents in the queue.
  • To add the mapped agent click on "+Add". Upon clicking you will see the below screen:

Select the agent from the drawdown menu and click submit to add the agent. Click on cancel to discard. 

  • To import the agents to the queue, click on import "", you can import the agents from the directory in the XLSX format. Upon clicking you will have the below screen:

 

Choose file from the device and click on Start Upload. To discard, click on Cancel. Download the sample XLSX to view the file option. View the screenshot for your reference below:

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