1. Description
The page is intended for creating and configuring queues.
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- Creation tool (Fig.1(1));
- Search field (Fig.1(2));
- Refresh button (Fig.1(3));
- Register (Fig.1(4));
- Pagination (Fig.1(5)).
Fig. 1. "Queues" page
1.1. Creation tool
Use the "Add" button to create a new queue (Fig.1(1)). after clicking on it the modal window "New queue" (Fig.2) opens. The following types of queues are available:
- Offline queue - a list of members who need to be called back manually, for example, the member who did not wait in line and selects the option to call back;
- Inbound queue - callers are waiting in line to speak to an agent. For example, a hotline;
- Outbound IVR queue - call members without the involvement of an agent. Allows an organization to automatically engage customers by making automated voice calls using pre-recorded files or speech synthesis and recognition technologies;
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IVR (Interactive Voice Response), interactive voice menu - a system of pre-recorded voice messages that performs the function of routing calls within the call center using the information entered by the members on the telephone keypad using touch-tone dialing. |
- Preview dialer - the main task is to select a member and show information about him to the agent. The initiator of the call is the agents;
- Progressive dialer - outbound campaign with agent reservation. Simultaneous dialing to the members and agent;
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The dialer can make a call to one member per agent and make a call to several members per agent. In the case when the dialer has reached the member, but there is no free agent, the call is dropped. |
- Predictive dialer
- Chat inbound queue
- Inbound task queue
- Outbound task queue