1. Description
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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 routers call 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. The call is dropped when the dialer has reached the member, but there is no free agent. |
- Predictive dialer - outgoing campaign without prior reservation of the agent to minimize the call waiting time. The dialer determines how many members need to be dialed to receive an answer, connect with the agent, and reduce the agent's waiting time. It maximizes agents' load by minimizing the waiting time for an agent to communicate with a member. In the case when the dialer has reached the member, but there is no free agent, then members who could not be connected to an agent remain to wait in line(queue);
- Chat inbound queue - the same as "Inbound queue" but with chats;
- Inbound task queue - incoming queue with tasks. Task - any entity that can be distributed according to the rules of the agent;
- Outbound task queue - outbound queue with tasks. Task - any entity that can be distributed according to the rules of the agent.
After selecting a queue type and pressing the "Create" button, the "General" detail of the selected queue opens.
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The queue type is displayed. Queues are of the following types:
- Offline queue;
- Inbound queue;
- Outbound IVR queue;
- Preview dialer;
- Progressive dialer;
- Predictive dialer;
- Chat inbound queue;
- Inbound task queue;
- Outbound task queue.
The description of the queues is in clause 1.1.
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A switch that is responsible for enabling and disabling the queue by the position:
- the queue is enabled;
- the queue is disabled.
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It is designed to configure members in the queue. When you click on the button 
, the "Members" page that belongs to this queue opens.
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2. Opportunities
2.1. Create a new queue
Goal | Create a new queue |
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Steps |
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Result | Data saved. Queue created |
2.2. Delete a queue
Goal | Delete a queue |
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| Preconditions | |
Steps |
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Result | Data saved. Queue created |