Work with Queues and other features of the Call Center

  • Tutorial
Speaking about queues, we usually mean Call Center (SS), but the concept is rather slippery, for some, the Call Center is hundreds of operators, a bunch of applications integrated with telephony and large screens on the walls with operational statistics. Other Call-centers are often called a small group of agents, which serves 10-20 calls per hour. The first SS option is expensive and custom, the second option is cheap and boxed.
We can say that in 3CX SS is made according to the second option.



So, what tasks can a SS based on 3CX Phone System solve:
1. Build queues
2. Provide agent logon-logoffs
3. Assign rights to the Supervisor to control agents and statistics
4. Record a conversation
5. Show live statistics on a TV on the wall
6. View archive statistics on the work of agents
7. For those waiting in the Queue, offer CallBack
8. Notify the Supervisor of lost calls

First you need to make a reservation that the described functionality is available only in the 3CX Phone System PRO Edition version.

Build

Queues For a Queue, you need to determine the name, agent crawl strategy, and set of agents.

Available strategies
• random selection
• everyone calls
• priority search
• in turn
• the longest idle time
• the shortest talk time
• who answered less
• three randomly
• three by priority The



same agent can belong to different Queues.

Once the Queue has been created, you can hang it on an outside line or on an IVR.
The queue can also be prioritized, i.e. if 2 Queues are served by one group of agents, then, first of all, calls will be distributed from Priority and only after no one is left in it, calls will go from the rest.



Provide

agent logon-logoff So that an agent can start servicing calls you need to start logging in. This can be done in three ways:



• through 3CXPhone
• through dialing the code on the device
• through the voice menu, the

Agent logs into all Queues where it is registered immediately.

Assign rights to the Supervisor to control agents and statistics. The

supervisor can be one or more



With the help of 3CX Phone supervisor can
• eavesdrop
• Suggest Agent
• Force to intrude in the conversation
• login or disable the agent on the Queues

And it
• Viewing reports and listens to recordings of conversations (more than 30 reports!)
• Get on exceeding the notification SLA in 3CX Phone and by email
• Monitors the general status of the Queues

Record a conversation

We reviewed the recording separately and today we will not stop here.

Show live statistics on the TV on the wall

Real-time statistics are displayed by 3CX WallBoard, in fact it is an html-page (which, by the way, can be customized) For each of the Queues, you can open a remote WallBoard.



View agent performance statistics

Regular archive statistics, who, how and how much worked.



Describing all the reports makes no sense, a detailed description is here
http://www.3cx.com/support/3cx-web-reports/

For waiting in line, CallBack

3CX offers There are 2 types of CallBack
1. On request, the caller can press button 2. The system will pronounce the determined number and hang up after confirmation. An alternative number is also suggested in the voice menu.

2. The system will offer you to call back in X seconds - the PBX will offer you to call back if you wait a long time. Scheme of action as well as on request.



Notify the Supervisor of lost calls

In case of any of the events, the Supervisor will receive an email or notification in 3CX Phone.



There is also integration with CRM, options “out of the box” and in the form of an API, but this will be discussed in another article.

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