Create and manage queues for your calls

In babelforce manager, you can create and manage as many queues as you like.

The link shows where you can find and add queues.

 

You have full control of the settings for a queue. Click on the queue to open it.

After viewing the queue and clicking "Edit"

you will see the following:


Queue capacity sets the maximum number of active calls that can be handled by the queue. The total active calls is the number of calls still waiting plus the number of calls being handled by agents. This value allows you to ensure that if too many calls come in that you offer an alternative quickly to the callers - there is not much point adding the calls to the queue if you have no hope of serving them. Note that this does not prevent you having a priority queue to allow valuable customers to get through faster (i.e. ahead of the callers waiting), that routing decision can go in front of queues.

Max. Agents to call is the number of agents who we will attempt to call at each round.

The Dial Order determines how the agents will be selected, i.e how does the queue decide which 3 agents will be called in each round.

In the example above, we are using "Longest no call taken", which means that the queue will select up to 3 agents who have not actually accepted a call for the longest period. You can choose between a number of different Dial Orders. The appropriate Dial Order and the settings will depend on your processes and call centre setup.

The setting Order Period only applies to Dial Orders that use a period of time to evaluate who to select. In a standard babelForYou package, this applies only for the Dial Order called "Least calls". For example, the queue could look back one hour (3600 seconds) to measure which agents had the least calls.

Note that once one agent ends a call, they will have 20 seconds of wrap-up time, so they will not be available in that time to be selected a calling round.

Wrap up time defines the time that the agent remains unavailable after they finish the previous call. You can set the value to prevent the agent phone from instantly starting to ring when they hang up the previous call. It is also used in situations where your team members have a wrap-up process to go through after each call, e.g. ensure that all customer data from the call is correct, double-check any new data entries added in the call, etc.

Agent Ring Timeout is the time that the queue will attempt to ring agents at each round.

Some important common "gotchas" with the Queues:

Setting Agent Ring Timeout too low:

Setting a low value for Agent Ring Timeout can cause issues and there are a lot of things to consider when setting it. For example, if some agents are on normal landlines, then the call establish time might be 3 seconds, i.e. before it really begins ringing. So a setting of 6 seconds would only give the agenet 3 seconds to take the call. This will result in an increase in the number of times that an agent takes the call but is not connected, i.e. because the agent just misses the timeout.

If some agents are on mobiles or have long call establish times for other reasons, then it is even more important to set the value higher.

We suggest starting with a value of 15 seconds and then optimising from there.

No one gets called:

If you think you have everything set up correctly, but your test calls to the queue end up in nirvana, then usually that is because of one of the following:

1. your agent selections have triggers or selection values that do not match any agents when the queue try to find the agents to call

2. the agents that are trying to be selected by your settings and selection rules are not available (i.e. on calls, in wrap-up time, or status is unvailable/busy

The best way to troubleshoot this, is to turn off all complex selections and simplify your settings, then make a selection that calls 2 agents at a time from the _all group (i.e. every agent). Then check that some agents are actually available. Once some get calls, you can then reactivate your selections and optimise the settings again.

If you want to learn more about prioritizing call routing, feel free to read this article.

Have fun creating novel queueing and call distribution mechanisms!

 

 

 

 

 

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