Processing (Inbound Queue)

Owned by Olesya Tantsyura
Last updated: Mar 26, 2024
3 min read

1. Description

It is designed to configure the processing of calls in the Queue. 

It consists of the following elements (Fig.1):

  1. Waiting for call result;

  2. Dynamic processing schema.

Fig. 1. Processing tab

1.1. Waiting for call result

Allows call processing - receiving the result of a call/task from an Agent.

When this switch is activated, two additional fields appear (Fig. 2):

  • Postprocessing time (sec) - the amount of time for processing the results of the call, which will be added when you click on the add time button;

  • Notify to continue after (sec) -  the amount of time until the end of the time to process the results of the call, after which the button for adding time to process the call will appear.

Fig. 2. Processing options

Depending on the settings, the following options are possible:

  • Waiting for call result switch is off - no processing;

  • Waiting for call result switch is on, but a Flow schema is not selected in the Dynamic processing scheme field - processing appears in the Workspace;

  • Waiting for call result switch is on, and a Flow schema is selected in the Dynamic processing scheme field -  a dynamic page appears in the Workspace, which is displayed according to the chosen Flow schema.

If the Waiting for call result switch is off, the call is considered successful after the member is connected to the Agent.

If the Waiting for call result switch is on, the call is considered successful only if a positive call result is sent.

1.2. Dynamic processing schema

A field for selecting the Flow schema according to which the dynamic page will be displayed.

If the Waiting for call result switch is off, then the Dynamic processing scheme field is inactive.

When you click on the field, a drop-down list opens from which the Flow schema is selected. If the required Flow schema is not in the drop-down list, use the field as a search field.

How to create a new Flow schema can be found here.

2.  Opportunities

2.1. Call processing setup

Goal

Call processing setup

Goal

Call processing setup

Preconditions

  1. Access to the Admin application;

  2. Access to the Queues section in the Admin application;

  3. Permission to select and delete in the Queues section;

  4. The presence of an Inbound Queue or the creation of a new one.

Steps



  1. Switch Waiting for call result to the on position. The Dynamic processing schema field becomes active. Postprocessing time (sec) and Notify to continue after (sec) fields are added. The Save button becomes active.

  2. Enter data in the Postprocessing time (sec) and Notify to continue after (sec) fields.

  3. Click the Save button

Result

Data saved.

2.2. Dynamic page setup

Goal

Dynamic page setup

Goal

Dynamic page setup

Preconditions

  1. Access to the Admin application;

  2. Access to the Queues section in the Admin application;

  3. Permission to select and delete in the Queues section;

  4. The presence of an Inbound Queue or the creation of a new one;

  5. Have a Flow schema for a dynamic page.

Steps



  1. Switch Waiting for call result to the on position. The Dynamic processing schema field becomes active. Postprocessing time (sec) and Notify to continue after (sec) fields are added. The Save button becomes active.

  2. Select the required Flow scheme in the Dynamic processing schema field.

  3. Enter data in Postprocessing time (sec) and Notify to continue after (sec) fields.

  4. Click the Save button

Result

Data saved.