1. Description
The page is intended for creating and configuring queues.
It consists of the following elements:
- Creation tool (Fig.1(1));
- Search field (Fig.1(2));
- Refresh button (Fig.1(3));
- Registry (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)). The New queue modal window (Fig.2) opens after clicking the button. 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;
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;
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 job queue - incoming queue with tasks. Task - any entity that can be distributed according to the rules of the agent;
- Outbound job 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 tab of the selected queue opens.
Fig. 2. New queue modal window
1.2. Search field
The search is performed on the Name column.
It consists of an input field and a close button () displayed when the cursor is placed in the input field. To search by part of a word or a number, use the * symbol. You can also use the * character to replace any number of characters.
1.3. Refresh button
Updating the register table is performed by clicking on the refresh button -
(Fig.1 (3)).1.4. Registry
The registry is a list of entries of existing objects in this section, each of which consists of a set of fields:
- Checkbox;
- Name;
- Type;
- Active calls;
- Waiting;
- Priority;
- Team;
- State;
- "Members" tool;
- Editing tool;
- Removal tool.
1.4.1. 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.
1.4.2. Name
The name of the queues is displayed here.
1.4.3. Type
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 job queue;
- Outbound job queue.
The description of the queues is in clause 1.1.
1.4.4. Active calls
Displays the number of calls being serviced. Click the refresh button (Fig.1 (3)) to refresh the data.
1.4.5. Waiting
The number of subscribers that still need to be called is displayed.
1.4.6. Priority
Displays the queuing priority. The higher the number, the higher the priority.
1.4.7. Team
The team that works with this queue is displayed here. Any qualified (by skill) available agent will be chosen if no team is selected,
Clicking on a team's name opens that team's General page.
1.4.8. State
A switch that is responsible for enabling and disabling the queue by the position:
- the queue is enabled;
- the queue is disabled.
1.4.9. "Members" tool
It is designed to configure members in the queue. When you click on the button , the Members page that belongs to this queue opens.
1.4.10. Editing tool
The General tab opens after clicking on this button. You can change the object's data and go to other tabs for editing.
1.4.11. Removal tool
It is used to remove an object with confirmation through a modal window. A modal confirmation window appears after clicking the button. Clicking the Yes button - deletes the object and the entry. Clicking the No button closes the modal window, and the object is not deleted.
Fig. 3. Modal confirmation window
1.5. Pagination
It consists of the Rows per page field, which indicates the number of entries (it is possible to set from 1 to 1000) per page, and forward and backward buttons for switching pages.
2. Opportunities
2.1. Create a new queue
Goal | Create a new queue |
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Preconditions | |
Steps |
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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. |
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