A view of the Queue Calls that will allow a supervisor identify if agents need to be added to a Queue based on realtime data.
Position in Queue
Actual Wait Time
Hosted Call Center
Agents receive incoming calls from a queue. To receive queued calls, they must first be set up as an agent, then assigned to one or more queues.
Pause and Un-Pause
Ability for a call center agent to pause calls from ringing their phone while they complete a task or take a break.
If available agents are busy or unavailable, calls can be routed to an intelligent call queue. You can prioritize calls by value, request urgency or customizable rules.
If an Agent needs to stop receiving calls temporarily, but does not want to log out of the queue, the agent can pause their incoming queue calls and provide a Reason Code to indicate why.
When an agent receives a queued call and needs to assign it to a specific category for billing or other purposes, he/she can provide a Tally Code to indicate the nature of the call.
Allows a caller to leave the queue by pressing “0” to choose other call routing options, such as voicemail.
Supervisor Queue Dashboard
A realtime view of the Queues so you can identify the source of higher abandoned calls, troublesome call patterns and the efficiency of your agents.
Average Hold Time
Longest Hold Time