![]() This action will forward the call to destination if no answer option. Allow caller to exit the queue by pressing #.Post call IVR - allows to transfer caller to specific IVR (for example Satisfaction Survey) after call is finished.Destination if no answer: Allows to send call to another queue, IVR or extension voice-mail.IVR break out of menu - Allows call to break out of the Queue to the IVR specified by dialing *.Music on Hold while callers wait for connection.Language: British English, American English, Portuguese, Spanish.Select Inbound Numbers assigned to a queue.Prefix Caller ID with Queue name - If enabled Caller ID will be prefixed with queue name to help agents identify which queue a call is coming from.To Transfer use #600 as shown in this example. Note: Queue Number used to transfer calls directly into a Queue, this can be changed to between #600 - #799. Log out - #422 followed by queue number.Queue Number - Agents will use the following dial codes to login and log out of the queue:.When requesting this feature, please indicate which of these is the preferred configuration. If you wish to enable this feature for your organization, contact your Customer Success Manager. The Pause Queue feature is available upon request. When a queue is paused, the available agent idle timer configurations are as follows: Note: If an agent is inbound ready with a queue paused, then turns off inbound ready and back on again, the agent's queue will resume. To resume receiving calls from a paused queue, click on the play icon. This will pause all inbound calls from that specific queue - it will turn yellow to indicate the paused status. To pause a queue, click on the pause icon. ![]() In addition, the agent’s position will re-set in all queues after the offer has been accepted.Īgents have the ability to pause an inbound queue from the Queue Position Dashboard in Conquer Voice. Once an offer comes in from a queue, the agent will see the incoming offer with the banner text which will display the queue where the offer is coming from. If an offer is coming from a Dynamic Lead Distribution line, the queue will be labeled with “DLD” followed by the name of the Agent Group associated with that DLD. This represents their Effective Position number out of the total number of available agents in the queue. The agent’s position number will display below the queue name, for example “2 of 4”. If a Queue name is cut off because it's long, you can mouse over it to see the full name: This will only appear if you have the Queue Position tab open. The non-bold text indicates that they have a position number in these queues but their positions are not in the top 3, so the agent is free to work on other tasks if they need to do so.Īnother way to indicate that an offer is coming soon is by looking at the red notification bubble that appears on the Queue Position icon. The queues with bolded text indicates that they are in the top 3 positions in these queues and they are about to receive an offer from these queues soon. ![]() This notifies the agent to stay alert and wait for the incoming offer. When an agent is in the top 2 positions in a queue, the queue will turn green and it will display 3 animated dots on the right side of the queue indicating that are up next in the queue. ![]() The Queue Position dashboard will display 3 types of visual indicators depending on the agent’s position number in the queue. Once Inbound Ready is turned on, the Queue Position icon is enabled and the agent can view their positions in the queues they are in. Viewing the Dashboardįor an agent to view their Queue Position Dashboard, the agent can either be Connected or Disconnected to Conquer with Inbound Ready on. Talk to your Customer Success Manager about enabling this feature for your org. Note: This feature is available upon request. As other agents become available/unavailable for various reasons (on a call, wrapping up a call, missing too many calls, etc.) an agent's position in the queue will change. Effective Position - The agent’s position in relation to other agent statuses including idle time in the queue.The position the agent holds in the entire queue based solely on their idle time and regardless of their or other agent's statuses. Absolute Position - An agent's Absolute Position can only be viewed in Conquer Management on the Queues Dashboard.Agents can use this dashboard in the softphone to view where their Effective Position is in a queue so they can be ready to take inbound offers. The Queue Position Dashboard displays a list of queues that the agent is a part of, along with their queue position number in those queues.
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