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Overview

Call Center exposes agent, manager and administrator settings in KAZOO’s Monster UI so you, a 2600Hz partner, can enable end users to use call queues as efficiently as possible.

Call queues are API driven, which means a developer can use or combine queues with other parts of the system in whatever way they want.

You can use the queues in callflows (visual or via API) with all other elements in the system, it is not difficult to make it work holistically with existing phone trees/IVRs, etc.

When creating a call queue, you have the ability to choose the most effective call routing strategy for your needs, along with personalized hold music, and a separate escalation queue if desired.

All of these abilities, when combined give you a powerful, extremely versatile call center option for your clients, with a strong, data driven interface.

Features

Call Queues

Customer Service, Sales and other departments now have the ability to have a queue behind them, meaning callers wait for a representative in the order which they’re received; prioritized however you decide.

Detailed Views for Agents

Agent View is what agents will log onto on a daily basis. From there, they can:

  • Log in to their queues and start taking calls
  • See who else is in their queue and what is occurring
  • Log out or mark themselves as away
  • See real-time statistics on their daily performance.

Queue Metrics

Now you have the ability to view each agents missed and accepted calls. You can also view how many calls in a specific queue have been missed, abandoned and the average wait time for pickup.

More APIs to Empower Your Users

Call queues are API driven, so your developers can use and combine queues with any other part of the system.

Technical Specifications

Agent Actions

  • Login
  • Mark as ready
  • Logout
  • Away duration

Visible Statistics

  • Agents (active/total)
  • Average wait
  • Calls in queue
  • Missed calls
  • Abandoned calls

Queue Management and Configuration

  • Queue name
  • Call-in number or extension
  • Queue routing strategy
  • Round robin Least calls Least offers Most idle routing
  • Configurable hold treatment
  • Queue timeout with overflow
  • Max queue size with overflow
  • Per queue wrap up time
  • Force away on rejected calls
  • Timeout if empty and configurable redirect
  • Per queue ring-timeout
  • Extend or cancel wrap up

Other

  • BLF indications of current agent state
  • Daily queue stats (abandoned / timeout / handled)
  • Estimated and actual wait time tracking
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