Connected to the Subscriber, connecting to the Agent
answered
Active call
active
Active chat
8
bridged
The call is connected to the Agent and the Subscriber
hold
The call is on hold
processing
The Agent enters the data on the call
chat
The Agent in the chat
wrap_time
Pause between calls. The duration of this state is entered in the Wrap up time field on the Timing tab of the Agents Team;
9
Wrap up time
10
Postprocessing
answered
4. Queues
№
Term
Description
1
Offline queue
The list of Members who need to be called back manually, for example, the Member who selects the option to call back;
2
Inbound queue
Callers are waiting in the Queue to speak to an Agent. For example, a hotline;
3
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
4
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
5
Progressive dialer
Outbound campaign with Agent reservation. Simultaneous dialing to the Members and Agent
6
Predictive dialer
An outgoing campaign without prior reservation of an Agent to minimize the call waiting time. The Dialer determines how many Members need to be dialed to receive an answer, connect with an 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 the Queue
7
Chat inbound queue
Inbound job queue
Outbound job queue
Dialer
5. Object
№
Term
Description
1
License
2
User
Logged in visitor to which licenses are issued and assigned roles and devices (see Users).
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