A queue is a set of rules and parameters determining how to distribute a call (but also a mail or a chat) to the agents. : it is used to distribute (route) an interaction to a group of agents, according to configurable policies and strategies.
The queue is the key element of the system, available for all the channels with specific parameters and functions.
Using a queue logic we can:
- group agents by specific skills
- measure (and enhance) performance
- increase the quality of the service
The queue system can manage all interaction types together (calls, mails, chats) using the same first-in-first-out strategy and passing them to the agents as they arrive, in order to guarantee priority and to minimize the wait.
In fact, the management of the customer waiting time is a focal point for a queue system: even when there is no agent available the hold can be managed playing announcements and music, preventing the customer hanging up.
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Queue Strategy defines how incoming calls are divided between agents in a queue. You can set one of the following strategies:
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