Defining call-queue KPIs
...when an alert is displayed to the supervisor. Click play to watch a video on defining call-queue KPIs. https://player.vimeo.com/video/542592426 Define KPIs for a call queue In the menu bar click Call...
Search Results for Call Flows
Unreturned missed calls report
...calls (callers who hung up while waiting to be connected) that have not yet been called back. The statistics do not include dropped calls where a call from the same...
Reports overview
...you can select: Service Number Report Queue Report Agent Report IVR Report Call Classification Report Call Transfers Report Queue Transfers Report Voicemail Report Callers Report Call Flow Report Calls Report...
How do campaigns work?
...Progress: This is where you can see the amount of numbers in the call campaign, numbers yet to be called, calls currently in progress, successful calls, calls that failed, calls...
Managing call queues
Company administrators can edit existing call queues, create an exact copy or delete them from the system. Edit a call queue In the menu bar click Call Handling > Queues to see...
System audio files
...return to the call queue. SYSTEM_ANNOUNCEMENT_CALLBACK_TO_REPEAT.wav To repeat callback slots… SYSTEM_ANNOUNCEMENT_CALLBACK_WE_CAN_CALL_YOU_BACK.wav We can call you back. SYSTEM_ANNOUNCEMENT_CALLBACK_WE_WILL_CALL_YOU_BACK.wav Thank you, we will call you back. SYSTEM_ANNOUNCEMENT_NUMBER_IS_BLACKLISTED.wav The number you have entered...
Fixes
...Call Backs Allows agents to pick callback calls from the queue. Previously there was a discrepancy between counting retries for callbacks and scheduled calls, where for scheduled calls the first...
Enhancements
...was confusing showing the Agent was Not Available, but on a Call. The status now shows as Picked up a Call when on a call and Not Handling Calls when...
Update a service numbers call flow or user-configurable parameters
...the appropriate service number in the list Click Schedule/Edit Update Expand the Call Flow dropdown list and select the new call flow that should be used to handle calls to the service number...
Create an outbound campaign
...5 (which applies to incoming calls only), setting the Priority parameter for campaign calls to 3 (or any other value less than 5) will make incoming calls more important than campaign calls....