Calling Queues
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Revision as of 16:51, 12 May 2011
Call Queues
Concept
Is a concept used in inbound call centers. Call centers use an Automatic Call Distributor (ACD) to distribute incoming calls to specific resources (agents) in the center. ACDs hold queued calls in First In, First Out order until agents become available. From the caller’s perspective, without virtual queuing they have only two choices: wait until an agent resource becomes available, or abandon (hang up) and try again later. From the call center’s perspective, a long queue results in many abandoned calls, repeat attempts, and customer dissatisfaction.
==Queues consist== of:
- Incoming calls being placed in the queue
- Members that answer the queue (extensions or users that login as agents)
- A strategy for how to handle the queue and divide calls between members
- Music played while waiting in the queue
- Announcements for members and callers
- Agents are the people (or person) that answer call(s) that have been placed into a specific Queue. An agent logs in indicating that s/he is now ready to take calls. Transfers an inbound call to a queue, which is then in turn transfered to an available agent.
- Members are those channels that are active answering the Queue. It can be agents or normal channels.
How to
In your VoIP.ms services goes to your Customer Portal >> DID Numbers >> Calling Queues
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