Wallboards overview
...dropped call. All calls must be on the same day. None Historic Calls today/this week Gross calls, net calls, net threshold, net average length, queued, connected, availability None Historic Calls...
Search Results for Call Flows
Introduction to Routing Flows and the Flow Editor
...flows that can be created using the flow editor: Call Flows Email Flows Webchat Flows Note: Your service provider might pre-define some routing flows and make them available for your...
User-configurable parameter options
...Priority The priority of the caller in the queue. Repeat or frequent callers (callers that have attempted to call and have given up or callers who have previously spoken to...
Benefits of Routing flows
...systems minimise the likelihood of misrouted calls or incorrect handling Self-service options within call flows, such as IVRs, allow customers to resolve basic issues without agent intervention Flexibility and Scalability...
Administrator Portal Overview
...for queues and agents. View and change the status and the channel/queue availability of agents. Create and schedule contact reports. Call handling The system uses call flows to handle calls....
What are callbacks?
...the contact calls into Contact (to any queue) before the scheduled callback time, the callback is cancelled. Calls from outbound calls queue take precedence over calls to inbound call queues....
Contact call event fields
...callType Inbound or outbound. customerUri The caller’s phone number. If the caller witheld their number (cliRestricted = true), this is excluded. userProvidedCli The caller’s CLI. If the caller witheld their number...
Call queue event fields
...the caller was connected to an agent. callDropped Whether or not the call was dropped. callQueueTransferredIn Whether or not the call entered the queue via a transfer. callQueueTransferredOut Whether or...
Configuring survey parameters
...type, due to other call flows run within this time period For Survey Transferred Callers, to specify whether or not callers who get transferred to a different queue after being connected...
Configuring callback slots for a queue
...Slot Audio to Caller and the Call Slot DTMF Key. Enable callback slots Before configuring callback slots for a queue you need to have already configured the call slots. For...