Queue Manager
- XCALLY Knowledge (Unlicensed)
- Product Knowledge
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What’s about
Queue Manager is an installable plugin on XCALLY server that enables agents to choose which queue/phone service to log onto.
This system allows agents to be more autonomous in managing their outbound and/or inbound campaigns, while simplifying the work of Supervisors and/or Administrators, who only need to manage access rules to the services.
In this way agents (when logging in or during their operations) can choose which services to be available on.
This plugin has been developed by our Professional Service department. If you are interested in more information, ask to your sales reference.
Benefits and target markets
Management of agents based on current traffic status of queues or services.
Autonomy of agents in managing outbound and inbound campaigns.
Setting of access rules to queues/services
Better management of queue/service traffic for a better customer experience
Queue manager can be a very useful feature, applicable to different examples of target markets:
FINANCIAL INSTITUTIONS | UTILITIES |
To manage queues for diverse services such as loans, credit cards, or customer support. Reduce wait times during high-demand periods (e.g., tax season, market fluctuations). Ensure secure handling of sensitive information by defining strict access rules | To efficiently manage high call volumes during service outages or billing cycles. Allow agents to switch between inbound support and outbound notifications (e.g., payment reminders). Maintain control over access to sensitive service queues for compliance. |
HEALTH CARE | E-COMMERCE |
To enable dynamic queue allocation for appointment scheduling, test results, or emergency queries. Improve patient experience with faster service during critical times. Allow agents to prioritize urgent cases based on real-time queue traffic | To optimize agent availability during peak shopping times or seasonal sales. Quickly adapt queues for specific campaigns, such as promotions or flash sales. Improve customer satisfaction with faster responses to inquiries and complaints. |
Why choose queue manager?
Enhanced autonomy for Agents: Empower your agents to choose which queue or phone service to log onto, allowing them to manage inbound and outbound campaigns more efficiently without needing constant supervision;
Simplified management for Supervisors: With Queue Manager, Supervisors and Administrators can easily set access rules for services and queues, streamlining traffic management without the need for complex oversight;
Improved traffic management and CX: By managing traffic, Queue Manager ensures smoother operations and ultimately a better, more responsive experience for customers.
How it works
The association of an agent to a service/queue can be in 3 modes:
Fixed: the agent cannot log out from that service
Managed: the agent can autonomously login-logout to the service
Temporary: the agent is associated to a service by an admin/supervisor, but when he/she logs out from that service he/she can no longer associate to it
The software is executed like an XCALLY Plugin. Once installed, you can proceed to the plugin interface through Plugins → Queue management
Admin/User side
First of all, admin from User Profiles section gives permission to users/supervisor to use queue management plugin for each channel.
Then Admins/Users can choose channels and then :
Assign the agent to the specific queue
Assign the queue to the specific agent
Available agents and queues are shown with a drop down and filtered according to the user's permissions.
It is also possible to scroll through the list to display a search box and filter by item name.
At assignment time, admin/user can:
Select the queue from which the agent cannot logout
Login the agent when desired
Assign a 'penalty' (for voice channel only)
In the table the admin/user will see:
Managed assignments in green
Locked assignments in red (agent cannot logout from these queues)
Temporary services in yellow (if agent logs out from these queues, he/she will not be able to enter back autonomously)
Columns are filterable by the various fields indicated.
For each line (association) and each agent, the admin/supervisor can login/logout him, lock/unlock the row or delete the row.
If admin choose to delete the association, it’s also possible to log out the agent from the queue if he/she is logged in.
If admin doesn’t choose this option, the row will become yellow because it’s a temporary association and when agent will logout from the queue he/she cannot login again.
Agent side
The plugin will be available to the agent on the left section of omnidesktop interface
Agent will see the list of queues to which he/she is enabled
From plugin section, agent can manage his/her green queues autonomously. If he/she switches off a queue, the agent will be log out from a specific queue.
Agent cannot logout from red queues (locked), while he/she will not be able to enter back autonomously if agent logs out from yellow queues.