Configuration Options
Agent
Following are the most common ACD options customers select to
distribute calls among agents:
- Classic ACD – Calls are sent
to agents based on the amount of time elapsed; the agent
available for the longest period of time receives the
next inbound telephone call. Classic ACD is the most
commonly used form of distributing calls.
- Sequential - Agents are presented
with calls in a specific order, regardless of the length
of time the agents have been available. This method
is used in situations where the first agent has primary
responsibilities for the majority of calls; the other
agents back up the primary agent when that person is
unavailable.
Example: Mary
should answer all calls first; however, if Mary is
on the phone or at lunch, calls are routed to Fred.
If both Mary and Fred are on the phone, calls go to
Wanda.
- Ring Group – All agents within
the same group are simultaneously alerted of an inbound
call. This method is designed to present calls to as
many people as possible to ensure the call is answered
promptly. It is used in some help desk situations when
staff are frequently multitasking.
- Round Robin – The ACD server
keeps track of the last agent to receive a call. The
agents are in a loop; the Round Robin process sends calls
to everyone in the loop once, then repeats the loop.
While a caller is in the queue awaiting an agent response, the
caller can listen to one or more of the following recordings:
- Caller's position in the queue
- Estimated wait time before the call will be answered
- Music
- Custom announcements of message to be shared
with the caller (e.g., deadlines, web site location,
or hours)
Supervisor
The following capabilities are available to the Supervisor of
the ACD:
- Real-time monitoring of agent activity
- Real-time monitoring of queue activity
- Ability to create custom views to monitor those statistics
that matter, including the following:
- Number of abandoned calls
- Longest wait time
- Number of available agents
- Number of calls waiting
- Number of calls answered today
- Number of calls answered yesterday
In addition, you can establish Alerts on the Supervisor to notify
when specific events occur, such as the following:
- Only two agents are logged in
- An agent has been in lunch status for more than 70 minutes
Notification from the ACD Supervisor can occur using the following
methods:
- Display changes colors
- Playing a sound
- Sending an email
The ACD Supervisor also offers features that enhance the ability
to do the following:
- Respond to requests for assistance from agents without
leaving your desk.
- Coach agents (only the agent hears what the supervisor
is saying, not the caller).
- Listen to calls.
- Send a message to some or all agents – as a
pop-up box or a scroll across the screen
Page updated on September 21, 2009
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