Queues

General Settings

1. Queue Number: A unique queue ID for each queue is automatically allocated at the time of queue creation.

2. Queue Name: A sample queue name is auto generated. The user can edit the name as per preference. However, only alphanumeric characters are accepted and not just digits.

3. Queue Weight: If multiple queues are common to multiple agents, queue weight decides the priority in which calls are answered. The default weight value is 0. The higher the weight value, the higher the priority.

4. Queue Hold Music: This is the music to be played when the customer is put on hold. The user can choose between three tones available: Agent ringing, ring only, MoH only.

5. Queue Join Announcement: This announcement is played before the call is allocated to any agent in the queue. The user has four options: to not play any announcement, to always plan an announcement, to play when there are no free agents available and to play when no ready agents are available.

6. Enable Call Recording: Enabling call recording allows the user to record the incoming calls to a particular queue.

7. Autofill: If set to yes and multiple agents are available, the PBX sends one call to each agent who is waiting; still following the ring strategy. Else, it will hold all calls while it tries to find an agent for the call at the top of the queue. Thus, making the other callers wait.

8. Skip Busy Agents: Allows user to select from two options: yes and no. If user selects no, the queue will call the agents even if they are preoccupied with another call. Instead, if the user selects yes, the queue will skip the agents busy on another call.

Call Allocation Logic

1. Timing and Agent Options

   1. Ring Strategy: This is the logic to be followed for allocating a call to various agents. There are five ring strategies:

      1. Ring all: Until someone answers, all agents in the queue will be called.

      2. Least recent: The agent who was least recently called in queue is forwarded the call.

      3. Fewest call: The agent with the fewest completed calls in the queue is called in this strategy.

      4. Round Robin Memory: Instead of ringing to every agent in the call at once, Round Robin Memory remembers where it left off the previous call and forwards the call to the next agent in the queue. This allows all agents in the queue to share equal number of calls. One of the major benefits of Round Robin Memory is that it allows the user to see the calls missed by the agents and not just by the queue.

      5. Random: Calls ring extensions without a predefined priority, in a random order. This helps spread ring group calls evenly among the group, which can simulate queue behavior when a queue cannot be used.

   2. Timeout for Agent: This is the time that the agent is allotted to answer the call before it is routed to the next agent in the queue. This time ranges from 15 to 45 seconds.

   3. Agent Announcement: Before the call is connected, this is the announcement to be played. The announcement can be chosen from a static file with a pre-recorded prompt or played from a unique text to speech prompt.

   4. Wrap-up Time: After the completion of a successful call, the wrap-up time is the seconds that the queue waits for before transferring the call to a potentially free agent. The default value is 0 i.e there is no delay between two calls.

   5. Maximum Callers: The maximum number of callers who can be waiting in the queue at the same time. The default value is 0, for unlimited callers, to a maximum of 50 unlimited callers.

   1. Caller Position

      1. Frequency: Announces the queue position and estimated holdtime. To disable announcements, the frequency is set to 0 minutes, going upto a maximum of 20 minutes.

      2. Announce Position: If set to yes, the caller will be informed of his/her position in the queue.

      3. Announce Hold Time: Between yes, no and once, this decides whether the system will include announce hold time in position announcements. Hold time will not be announced if it is less than one minute.

   2. Others

      1. Service Level: Used for service level statistics i.e calls answered within service level time frame.

Business Hours: Calls get allocated to an agent only if the time of the call matches the time selected during business hours for the queue. A custom weekly schedule of the working days can be made.

1. Allocate Agent

   1. Agent Login Interface: To use agent login interface, at least one agent needs to be purchased from the E commerce section.

   2. Direct Dialing: New phone numbers are first added through the Direct Dial Numbers section under Queues and the queues to which they are assigned, can be seen under the available phone numbers for that queue.

NOTE :

1. You can bulk add, remove Agents from Queues easily using Multi-select.

Zoom Queues Peek 2020-06-23 00-28.gif

2. You can see the Pending Agents in the Queues and Add / Remove them as needed.

1. Allocate Disposition: Once a disposition is added from the disposition section, it can be selected and allocated to a queue.

   1. Disposition: Describes the outcome of a call and eliminates manual note taking for agents to gather and segregate the data from a call. For each disposition added, there is a sub-disposition type from date, list and free text.

   2. Pause Code: Pause codes allow agents to select a code when they are in pause mode. During this time, agent will not be able to receive any incoming calls, although manual dialing is possible. This allows administrators to track each agent’s pause time.

Direct Dial: New direct dial numbers can be added or old ones can be edited which will be assigned in the queues. Direct dial number can only be used if this option is selected for call allocation logic in Allocate Agent, under the Queues section.