Managing ACD queues can be complex and time consuming for administrators. True ACD queuing allows employees to log themselves in and out of queues, and the system automatically adjusts call routing appropriately. Management can still monitor queue and employee activity, but they don’t have to re-configure the system with every employee change.
True ACD Queuing can evenly distribute calls across all employees logged into an ACD queue. By tracking how long it since each agent last received a call, Even Load Distribution routes calls to the person off the phone the longest. This isn’t possible on traditional hunt group queues that contact the first number in a sequence first, indiscriminately.
By designating an administrator of your virtual call center, you can offer them control over a variety of functions. This includes the ability to log other agents in and out, re-assign skill ranking for skills-based queues, and to designate what on–hold music to play. They can also set caller hold time limits, queue wrap-up time window, how long an extension should ring before routing to a different agent, and much more.
In a busy virtual call center, agents often find their phones ringing as soon as they hang up from the previous call. Agent Wrap-up Time allows for a customizable buffer of time before the phone rings again. This way, necessary attention is given to notations, details, and your agent has a moment to regroup following each call.