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1. Description
The page is intended for creating and configuring queues.
It consists of the following elements:
- Creation tool (Fig.1(1));
- Filter block (Fig.1(2));
- Search field (Fig.1(23));
- Refresh button (Fig.1(34));
- Registry (Fig.1(45));
- Pagination (Fig.1(56)).
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Fig. 1. Queues page
1.1. Creation tool
Use the Add button to create a new queue (Fig.1(1)). The The New queue modal window (Fig.2) opens after clicking the button. The following types of queues are available:
- Offline queue - a the list of members Members who need to be called back manually, for example, the member who did not wait in line and Member who selects the option to call back;
- Inbound queue - callers are waiting in line the Queue to speak to an agentAgent. For example, a hotline;
- Outbound IVR queue - call members Members without the involvement of an agentAgent. Allows an organization to automatically engage organizing automatical engagement with 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 routes 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 Member and show information about him to the agentAgent. The initiator of the call is the agentsAgent;
- Progressive dialer - outbound campaign with agent Agent reservation. Simultaneous dialing to the members Members and agentAgent;
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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 - an outgoing campaign without prior reservation of the agent Agent to minimize the call waiting time. The dialer Dialer determines how many members Members need to be dialed to receive an answer, connect with the agentan Agent, and reduce the agent's waiting time. It maximizes agents' load by minimizing the waiting time for an agent the Agent to communicate with a memberthe Member. In the case when the dialer Dialer has reached the memberMember, but there is no free agentAgent, then members Members who could not be connected to an agent the Agent remain to wait in line(queue)the Queue;
- Chat inbound queue - the same as " Inbound queue " but with chats;
- Inbound job task queue - incoming queue with tasks. Task - any entity that can be distributed to the agent according to the specified rules of the agent;
- Outbound job task queue - outbound queue with tasks. Task - any entity that can be distributed according to the rules of the agentThe schemes are used to perform Task.
After selecting a queue type and pressing clicking the Create button, the General tab of the selected queue opens.
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Fig. 2. New queue modal window
1.2. Filter block
It is designed to filter the data displayed in the registry entries. Contains:
- Filtering fields (Fig.3(1));
- Reset filters button (Fig.3(2));
- Expand filters button (Fig.3(3)).
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Fig. 3. Filter block
1.2.1. Filtering fields
Available fields for filtering:
Tegs;
- Team;
- Queue Type.
1.2.2. Reset filters button
Include Page Reset filters button Reset filters button
1.2.3. Expand filters button
Include Page Expand filters button Expand filters button
1.3. Search field
The search is performed on the Name column.
Include Page Search field Search field
1.
34. Refresh button
(Fig.1 (3)). Include Page Refresh button Refresh button
1.
45. Registry
The registry is a list of entries of existing objects in this partitionsection, each of which consists of a set of fields:
- Checkbox;
- Name;
- Type;
- Active calls;
- Waiting;
- Priority;
- Team;
- Tags;
- State;
- "Members " tool;
- Editing tool;
- Removal tool.
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If there is no entry on the page, then an additional Add button is displayed in the register, the functionality of which duplicates the Add button in paragraph 1.1. |
1.
45.1. Checkbox
Use to select one or more entries. An additional removal tool appears after selecting one or more entries. Information about the number of records selected for deletion appears when you hover over this tool.
1.
45.2. Name
The name of the queues is queue names are displayed here.
1.
45.3. Type
The queue type is displayed. Queues are of can be of the following types:
- Offline queue;
- Inbound queue;
- Outbound IVR queue;
- Preview dialer;
- Progressive dialer;
- Predictive dialer;
- Chat inbound queue;
- Inbound job task queue;
- Outbound job task queue.
The description of the queues is in clause 1.1.
1.
45.4. Active
callsDisplays the number of calls being serviced. Click the refresh button (Fig.1 (3)) to refresh the data.
1.
45.5. Waiting
The number of subscribers that still need to be called is displayed.
1.
45.6. Priority
Displays the queuing queue priority. The higher the number, the higher the priority.
1.
45.7. Team
The The team that works with this queue is displayed here. Any qualified (by skill) available agent will be chosen if if no team is selected,
Clicking on a team's name opens that team's General page.
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45.8. Tags
Queue tags are displayed here.
1.5.9. State
A switch that is responsible for enabling and disabling the queue by the position:
Image Removed Image Added - the queue is enabled;
Image Removed Image Added - the queue is disabled.
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45.
910.
"Members
"tool
It is designed to configure members in the queue. When When you click on the button Image RemovedImage Added, the Members page that belongs to this queue opens.
1.
45.
1011. Editing tool
Include Page Editing tool Editing tool
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45.
1112. Removal tool
Include Page Removal tool Removal tool
Fig. 3. Modal confirmation window
1.
56. Pagination
Include Page Pagination Pagination
2. Opportunities
2.1. Create a new queue
Goal | Create a new queue |
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Result | Data saved. Queue created |
2.2. Delete a queue
Goal | Delete a queue |
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Preconditions |
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Steps |
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Result | The modal window closes. The queue has been removed. |
2.3. Delete several queues
Goal | Delete several queues |
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Preconditions |
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Steps |
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Result | The modal window closes. The queues have been removed. |
2.4. Edit a queue
Goal | Edit a queue |
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Preconditions |
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Steps |
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Result | Data saved. |
2.5. Enable/disable queue
Goal | Enable a queue |
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Preconditions |
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Steps |
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Result | The |
Queue is enabled |
2.6. View information about members of a queue
Goal | View information about members of a queue |
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Preconditions |
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Steps |
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Result | The Members page of the selected queue opens. |
3. Additional materials
3.1. Instructions
3.1.1. Create a predictive dialer
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