1 hour Electronic delivery.
New Activation & Renewal.
- Advanced Real time Queue Statistics
- Monitor queue status
- Review the number of callers in a queue
- Advanced Agent Statistics
- Log agents in and out of queues
- Time an agent logged in/out of the queue
- Review the number of answered/unanswered calls
- Average and longest wait time and more
- Call Back Feature
- Allow your customers to hang up and retain their position in the queue
- The customer is called back when an agent becomes available
- Call back notification emails are sent to the supervisor
- Additional Queue Strategies
- Round Robin
- Longest Waiting
- Least Talk Time
- Fewest Answered
- Hunt By Threes - Random
- Hunt By Threes - Prioritized
- SLA Alerts
- Supervisors and managers can be notified when callers have to wait beyond a configurable amount of time
- Events are logged in order to meet customer service requirements
- SLA notification emails are sent to the supervisor
- Listen in
- Supervisors can screen calls by listening in without the agent and caller knowing about it
- Listen and Whisper
- The supervisor may need to relate some important information to the agent without the customer hearing
- Barge in
- The supervisor can enter the call and assist the agent and customer
