Call center system not only need to provide intelligent and high efficiency services under normal load but also try it best to provide effective management and service under extreme high load. So powerful queue management function integrates with high efficiency intelligent ACD function can offer more convenient and humanized services under various situations
Call center queue is responsible for a certain type calls of agent group; this queue agent will follow this queue distribution strategy. If the queue has incoming calls, IPVOX International call center can distribute it to the most appropriate operator to answer according to incoming call number, incoming call time, the selected services, etc so that adapt the requirements, make use of system resource, increase system capacity and realize more rich and humanized telephone traffic distribution function. IPVOX International queue is very powerful; it can play queue music on hold and play prompt voice to incoming calls. It can also have many settings, for example the maximum waiting people, the longest waiting time and agent line is busy, can also record the queue calls by ACD, the repots not only statistics the call record of answered and missed but also analysis the reasons of not available calls.

Distribution Strategy

Queue supports various distribution strategies, it means what rules the incoming calls follow, for example memory distribution, sequence distribute, distribute the least, answer the least, Distribute at same time, priority and so on.

Service Evaluation

Queue can enable service evaluation function, when the queue calls finish, it can let customers access to service evaluation system and the administrator can check service evaluation records.

All agents are busy, whether access to queue?

If the queue agents are busy and the call whether needs to wait in this area, if set not access to queue when agents are busy, the queue will inform all the users the agents are busy and can set skip process of queue agents are busy.

Regularly Play Voice

Enterprise can also custom to set playing voice regularly to incoming customers.

Queue Reports

The statistics of queue reports is very detail, administrator can check all calls into the queue through the queue call reports, can also know how many agents have been distributed for the incoming calls. The queue reports include queue call loss, call volumes, queue service level and other different levels statistics. The administrator can monitor the details of agent login and logoff, and the reasons will be recorded and generated reports so that can find the agent performance statistics evidence when assess their performance.