The importance of the Real Time Queue Management

TORINO, Italy - Jan. 8, 2015 - PRLog -- Sometimes calls don’t arrive as predicted and the Supervisor needs a way to add immediately new Agents in a specific Queue, to avoid the increase of hold times, which can be really annoying and frustrating for the customer.

Through the xCALLY Web Manager GUI the supervisors can dynamically set temporary Agent-Queue associations, according to the Contact Center urgency needs, to manage better the distribution of the logged Agents in the active Queues.

The real time Agent-Queue association is:

– immediate: the Agents don’t need to perform a new login.

– temporary: when the Agents log out, the association will be deleted. In this way the static configuration (set in the xCALLY Queues section) won’t change.

The Realtime -> Agents section
In the Realtime -> Agents -> General section there is the list of the logged Agents.

For each Agent, you can find information about the Interface and the SIP status. There is also a drop down menu useful to add the selected Agent in the Queue of interest, as shown in the image below.

In the Realtime -> Agents -> Details section, instead, there are more detailed information about the Agents-Queue association, as the
number of calls managed by an Agent and when he had the last call in a specific Queue.

Here you can temporary remove an Agent from a Queue, thanks to the Remove button.

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