Call Queues are used in conjunction with Automatic Call Distribution (ACD), and Interactive Voice Response (IVR) in a contact center environment. The DOW Networks Call Center Solution provides for multiple simultaneous call queues to meet the practical demands of the call center industry.
Typically a call queue consists of:
- Incoming calls
- Agents in a particular knowledge group or hunt group to answer calls
- A decision on how to sequence and answer calls and assign them to agents
- On-hold music
- Announcements for callers such as wait notification
The DOW Networks Call Center Solution provides for the following call queuing features and functionality:
- Wait notification - callers in queue will hear on-hold music or programmable messages that can tell callers where they are in line, approximate wait times and how to proceed to other options such as voice mail.
- First in - first out notification, i.e., callers waiting in queue can be told that their calls will be answered in the order it was received. Again, they can be given other options such as to proceed to voicemail.
- Custom greetings can be configured separately for each queue.
- Presence routing - agents and other employees have the ability to direct incoming calls to voicemail, auto attendants, other extensions or even outside lines such as cell phones.
- Remote user support - making it easy for companies to hire agents in various time zones.
The DOW Networks Call Center Solution also provides supervisors with immediate insight into real time call detail records and statistics as well as historical data which can be accessed via a web interface.
The types of call queue statistics available are:
- Number of calls received
- Number of calls retrieved
- Number of abandoned calls
- Calls transferred out of queues
This data can be sorted by queue, by shift, by agent and by date and time, etc. This data can be exported to Microsoft Excel or spreadsheets or databases.
