Interactive Visual Queue Benefits

Read on to find out about the benefits of Interactive Visual Queue in contact recognition, and contact prioritization.

FEATURE

DESCRIPTION

BENEFIT

Contact recognition

Identify callers

Supervisors can see callers’ names and telephone numbers, and the call types (internal, external, or ANI).

Ensure priority calls are answered first.

View call statistics

Supervisors can view the following call statistics in real time:

¨        State of calls (queued or ringing)

¨        Position of calls in queues

¨        Time Offered (the time the call arrived at the queue)

¨        Total time of calls in queues

¨        Agent ID (if the call is ringing an agent)

Supervisors can identify service delays in real time so they can react immediately to maintain service goals.

View queue statistics

Supervisors can clearly see a queue’s priority, the current number of calls queued, and the current number of calls ringing agents.

Up-to-the-minute queue statistics provide intelligence to supervisors so they can make informed decisions on how to serve callers with current resources.

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FEATURE

DESCRIPTION

BENEFIT

Contact prioritization

Change answer positions of calls

Moving calls from low-priority queues to high-priority queues to change their answer position.

Minimize the wait time experience by callers.

Distribute calls across queues

Move calls between queues (that are associated with different agent groups) to balance the call load

Disperse calls effectively and support an immediate response to changing call volumes.

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