![]() ![]() “Callback” – enable to allow callers to hang up and get a call back.In PRO and Enterprise editions, you can configure these additional options: Fewest Answered - prioritizes available agents who answered the least number of calls in this skill group.Round Robin - cycles sequentially through all available queue agents in this skill group.Hunt Random Start - randomly select an agent to assign the call to, distributing evenly the calls among the agents in this skill group.Ring All - ring the phones of all the agents in this skill group.In this way, incoming calls are first assigned to agents in the level “1” skill group and when not available, move on to the less experienced agents in subsequent skill groups. These “Skill Based Routing” strategies are available: For example, a call center can assign its support agents in increasing skill-level groups based on their expertise. The Enterprise edition also includes Skill-based routing, moving incoming queue calls to agents in the next skill group if members of the previous skill group(s) are busy or logged out. Round Robin – sequentially cycle through agents logged in the queue, i.e. first call is sent to agent 1, second call to agent 2 and so on.Hunt by Threes Random – sends the call simultaneously to 3 random agents. ![]() Hunt by Threes Prioritized – forwards the call simultaneously to the top 3 agents, as prioritized in the “Agents” > “Call Queue Agents” section.Fewest Answered – forwards the call to the agent who answered the least number of calls. ![]()
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