If you frequently experience a larger number of callers than you have people to immediately handle those calls, you might improve your callers' experience by using a Queue. Instead of ringing some phones, then going to voicemail or an Automated Attendant, a call can be queued up to wait for someone to become available to take the call. While queued, a caller can listen to music or a custom message while waiting.
We have all experienced it... the message which goes something like: "...please hold for the next available agent...". A queue is simply the most effective way of balancing caller experience with reasonable staffing levels. While a caller is 'queued' you can play break-in announcements and provide opportunities for the caller to press a digit to do something else like exit the queue and leave a voicemail message.
Some Key Features and Benefits:
- The caller can decide if they want to hold or leave a message.
- Agents can choose to 'log in' to the queue and take calls, or remain 'logged out' while working on other tasks.
- Real-time monitoring is available - allowing a manager to view agent, call, and queue status.
- Static reporting is available - reporting on queue statistics over specific time periods.
- You can play custom recordings that can serve to deliver information to the callers while they wait.
And you can now monitor the Queue to see how many callers are waiting, how long they have been waiting, and what your agents are doing - all by watching the live statistics from any web browser. The web browser is customizable, so you can choose what statistics to display.
ACD Real-time Reporting Dashboard:
For more information, please contact your FeatureTel representative or contact FeatureTel Customer Support.
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