Routing And Queue Options

Contact Centre Supervisors can set individual skill levels for Agents in each queue. 

Routing And Queue Options

Key to the success of any Unified Contact Centre is the ability to professionally handle and manage customer communications, delivering them efficiently to the most appropriate Agent. With IPFX Contact Centre, Agents can simultaneously belong to an unlimited number of queues, enabling the highest level of customer service. IPFX provides a number of advanced modules to enable you to tailor Unified Contact Centre queues to meet your customers’ needs.

Preferred Agent Routing

Enables preferential callers to be identified by their phone number or account number and sent to VIP groups for special attention. This module also enables virtual account management processes where callers can build relationships with specific Agents and automatically be transferred to them whenever possible.

Last Agent Routing

Delivers callers back to the last Agent they spoke with, enabling continuity of communication and improved customer service.

Skills Based Routing

IPFX maximises Unified Contact Centre resources by identifying Agents’ skill sets and ensuring that incoming communications (calls, emails, faxes etc.) are delivered to the most appropriate Agent.

Real-Time Queue Management

It’s easy to set-up and amend queues in-house including:

  • Adding and removing Agents
  • Changing Agent’s skill levels
  • Amending announcements
  • Altering schedules

This functionality enables you to make these changes as required without incurring additional charges or delays from third parties.

Dynamic Queue Management

IPFX Agent Profiles enable Supervisors to manage queues based on specific variables (date, day, time of day, number of calls etc). For example, the number of calls waiting, or the time that callers have waited in a queue, can be used to automatically log in additional Agents to queues and therefore efficiently clear high call volumes.

Queue Announcements and Options

Unlimited announcements and custom options can be made available to callers.

These include:

  • Advising a caller’s position in the queue.
  • Offering a caller the opportunity to leave a message, hang up and receive a call-back from an Agent without losing their place in queue.
  • Automatically delivering a caller to the last Agent they spoke with.
  • Delivering the caller to a preferred Agent.

Queue announcements and options can enhance customer service and minimise call handling time.

Queue Alarms

Administrators can configure queue alarms to notify specific staff members when certain pre-defined limits (such as the average call waiting time) are exceeded. In this way, activities can be tailored to maximise customer service.

Queue Call Back

Queue Call Backs enable callers to avoid the frustration of waiting in a queue by allowing them to leave a message, hang up; and receive a call back from an Agent while retaining their original position in the queue.

Multi-Media Queuing

IPFX solutions differentiate and manage telephone calls, social media (Facebook & Twitter), emails, web text-chats, and website call backs all within one queue. This provides the key benefit of responding to customers using their preferred media.

Real-Time Queue Visibility

All Agents and Supervisors can observe a queue’s status in real-time. Any performance shortfalls are immediately visible encouraging prompt action to address any issues.

Queue Blocking

Queue Blocking prevents customers from being placed into overloaded queues where their call cannot be answered within an acceptable timeframe. Although blocking calls is far from ideal behavior it can be less frustrating for a caller to hear a busy tone than to be kept waiting indefinitely.

Multi-Site Queues

Agents in a queue may be physically situated across multiple locations. This IPFX technology gives the ultimate in flexibility and also enables flexi/teleworking and remote working opportunities for Unified Contact Centre staff.

Auto Attendant

IPFX Auto Attendant provides callers with options to quickly and easily choose the most appropriate destination. For example, a caller may be asked to press 1 to place an order, 2 to speak to a Technical Service Representative, or 3 to speak to the Operator. Auto Attendant is a standard component of IPFX Unified Contact Centre solutions.

Queue Scheduling

Administrators can set “out-of-hours” messages and call forwarding options on a queue-by-queue basis. Schedules can be based on day of the week (e.g. Sundays) and/or dates (for example, 25th December) to cater for weekends, holidays and special events. Alternatively, Administrators can set a queue to “follow the sun”, routing a queue to offices around the world (for example, a 24-hour support hotline may have calls routed to offices in North America, Great Britain, or Australia depending on the time of day).

Work Time

On finishing a call, Work Time allows Agents a block of uninterrupted time to complete the processing of any standard procedures or documentation before the system delivers the next call. Work Time can be set by an Administrator, Supervisor or Agent on an ad-hoc basis or by using pre-defined defaults.

Wrap Up Codes

Agents can apply a wrap up code to each call enabling Supervisors/Administrators to report on specific call criteria, eg:  3 complaints, 5 enquiries, which can be drilled down further to who the complaint is from and why.  Notes can be added to these Wrap Up Codes and also be reported on.

IVR (Interactive Voice Response)

IPFX IVR can play pre-recorded audio messages, or direct callers to proceed with their call via touch tone phone. IVR provides a caller with an interactive experience by requesting and responding to the caller’s input. For example, an IVR may be programmed to help customers who are calling to check the status of an outstanding service job. In this case, the IVR might prompt the caller to enter a service job number. The system will look up the entered number in a database to identify which Service Agent has been assigned to the job and then transfer the call accordingly. IVR improves performance by matching customer needs with relevant customised in-house information.

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