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About Call Center Pro What is Call Center and Call Center Pro? Call Center allows agents and managers to create different call queues to define the customer experience when calling a number. Settings include how and where the call is routed, what happens when the call is on hold and what agents are assigned to different call extensions. There is limited management auditing and control with the basic Call Center app. Call Center Pro provides advanced call management settings and reporting features. These include the ability to add and delete agents, to customize routing strategies based on your agent team skills, define advanced hold options, and prioritize, audit and manage multiple queues. What is the difference between Call Center and Call Center Pro? Please review the table showing the added commands in Call Center Pro, here. How do I upgrade from Call Center? Contact your representative and they will work with you to enter the upgrade request. Once it is available, activate it for each of your accounts. You will see your call center queues and agents. NOTES: Call Center Pro is not backward compatible. Once you update a Call Center Basic queue in Call Center Pro, the queue will be considered a Pro queue and not usable by Call Center Basic. While Call Center Basic will be able to view the queues, only Call Center Pro admins can edit the queues. Enabling Call Center Basic and Call Center Pro on a single account can lead to additional billing. It is recommended that only one be used per account. When I upgrade, does Call Center Pro import my existing data from Call Center? All basic information created in Call Center Basic will be accessible and usable in Call Center Pro. Is there a tutorial to help me get started with Call Center and/or Call Center Pro? Yes! Please go to the User Guide section on our website. You will see a STEP guide that focuses on: Creating and Managing Queues Managing members in your Call Center Queue Performance Indicators Permissions matrix for administrators, users, and managers We will be updating this and adding new documents as needed. Getting Started: Creating a Queue Is there a guide to help me set up my first queue? There is a STEP guide available to walk you through creating your first queue, here. NOTE, only administrators and managers can create, save, and edit a new queue. How do I edit an existing queue? If you have manager or administrator permission status, you can click on a queue (managers can only edit queues they are managers for). To edit, select the gear at the top right of the screen, then click Edit Queue settings. General Queue Settings Can I adjust the settings so a caller can “Press 0 to leave a message?” Yes, this is a feature of CCPro. First, enable the “O out of waiting” option in the General Settings configuration screen. Then configure a “child” callfow for that action to send a caller to voicemail. Once this configuration is enabled, callers can enter DTMF 0 to exit out of the queue to the specified callflow destination. Calls can be routed to the following Destinations: Device User VM BOX Directory Group (Smart PBX Configuration) What is Display Agents to others/Agents? This is a feature in Pro where Agents can review the status of other agents in the queue. This helps the team understand the activity of other agents and help them adjust their status. For example, if an agent sees other agents set to away (for lunch for example) the agent may need to stay Ready until one of the agents returns. What is the difference between the Status option at the top right and the queue status button to the right of each queue listing? The status button to the top right of your window describes your global status. This will be recognized by any and all queues you are a member of. The status button to the right of each queue list you see gives you the ability to be active or paused in that specific queue. This is a way to direct an agent to specific queues that may need more attention, and to "pause" attention to a less busy queue: an agent can be globally "Active", and also define which queues to be active for. See the chart below to follow the settings and results: In the list of queues, some queues show the option to activate or pause the queue and others do not. What is the difference? If you are seeing some queues that do not show the button for activating it, this is because you have a manager or admin status within Call Center Pro, but are not a member of that specific queue. You can view it and see its activity, but to manage settings for any queue specifically you must be a member as well as an admin. My window is showing "longest wait" for queue A as 20 seconds, and my colleague's window shows the "longest wait" for queue A as 3 minutes. Why are they different? The "longest wait" value shown in the queue bar is calculated based on each agent's individual session. If your colleague has been in the queue for a different timeframe the values will be different. If an agent is logged in and active on multiple call queues that are set to round-robin strategy, does it interweave the customers on wait across all logged-in/active call queues? For instance, this sequence of activity: Agent 1 logs into queues A, B, and C customer 1 calls queue A customer 2 calls queue B customer 3 calls queue A customer 4 calls queue C Will that order of customers be maintained when delivered to agents? Or is it a free-for-all across call queues? The queues are independent of each other, so while queue order is guaranteed within a specific queue, if there are multiple queues trying to reach the same agent it will be random based on whenever the lookup happens to see if the agent is available. Is there a way to have agents part of multiple queues, but only log into a queue? e.g. work queue 1 today, work queue 2 tomorrow Yes, in Call Center Pro an agent can choose what individual queues to be active in, and pause the other queues. Routing Strategy What does the routing strategy do? This allows a manager to define how calls are distributed as they come into the queue. What are the new routing strategy features in Call Center Pro? The first four options in the Routing Strategy configuration are the same as for Call Center Basic: Most Idle, Least Calls Handled, Least Offers Made, and Round Robin. The new features in Call Center Pro are related to Skill Based routing settings. A manager can assign skills to each agent and then set incoming call choices to match these skills. Common examples include support for foreign language speakers, topic-specific experts, hardware v. software specialists, or assigning unique clients priority to agents trained for their market. The two settings support “Strict” or “Loose” associations with the skill, which trigger the following: Strict-based Skill This will send a call only to an agent that matches the skill defined. If there are no available agents with the (Spanish speaking or API implementations, for example) skill(s), then the call will be escalated. Loose-based Skill This will try send a call to an agent that matches the skill defined. If there are no available agents with the (Spanish speaking for example) skill, then the call will go to the next available agent. How do I set up an IVR to use with skill-based queue settings? Using an IVR setting in Smart PBX is typically a different strategy than using a skill-based routing in a call center. If you have assigned an IVR routing system for your incoming 800 number (for example, "press 2 for Spanish"), it is recommended you create a separate queue using that extension for your Spanish speaking agents, instead of adding a skill-based tag for Spanish speaking agents. This allows the caller to make a choice instead of Call Center automatically choosing based on a phone area code. Where a skill-based tag in Call Center Pro may make sense is if the incoming call is from a native Spanish-speaking country code. A loose skill setting for Spanish speakers using the country code would automatically send the call to a Spanish-speaking agent if available. Hold Treatment What Hold Treatment options do I have? Call Center Basic provides a single option for callers on hold: to apply a single audio or music file. To support more than one hold message you will need to set up more than one queue. Call Center Pro has added 3 new action options. Managers can set the order of the actions, create more than one media file, and finally create a loop that cycles the actions during hold. The actions are: Announce caller’s position in the queue Announce an estimated wait time Insert a pause and define how long it will be (in seconds) Add on or more media file For details on how to set these up, refer to the STEP guide on creating queues. How does this hold treatment differ from the setting in SmartPBX? The hold settings in Call Center Pro define what the caller hears while in each queue. The Hold Music setting in Smart PBX defines what the caller hears when calling a specific agent's extension or account line that is not associated with or forwarded to a queue. Will I have the ability to announce to the caller the position they are in the queue? Call Center Pro offers new “Hold Treatment” settings. Here you can assign Announce Position as one of four options (the others are “Announce Wait”, “Pause”, or “Play Media File”. Note you can include this as one element in a string of options for your queue. Will I have the ability to announce estimated wait time to the caller in the queue? Yes. This is one of the new features in Call Center Pro. In the “Hold Treatment” settings you can assign Announce Wait” as one of four options (the others are “Announce Position”, “Pause”, or “Play Media File”. The estimated time is calculated as an average duration of the last 5 calls. NOTE: You can include this as one element in a string of options for your queue, and set it as a loop. The estimated time will be updated each time the action occurs. Can I choose an online URL (e.g. Pandora, Spotify or Jango as my media file? Yes, you can type in a URL. It is important however you are able to set it up so it plays 24/7 without a re-login interruption. This can break the loop and result in no hold sound. Do these hold settings override the setting for Music-on-Hold on the SmartPBX dashboard? Yes Is there any way to have the hold music start in the middle of the file at different points randomly? Currently you can use a shoutcast server. It provides looping and longer media runs. One of our community members offers this service; it may be part of our app. exchange. Use this link from your browser http://live.emusiconhold.com Use this link for testing in your Monster app. shout://live.emusiconhold.com Agent Behavior What are considerations for setting for Agent Connect Timeout? This setting will set the number of rings to be offered within that window to each agent before it is moved to another agent, or to the next step in the callflow. As a guide, consider 20 sec = 4-5 rings. If I set the Record all calls on, where are these recorded and saved, and for how long? To set up call recording you need to Enable the Call Recording app Configure google drive connector These recordings are available for viewed/downloaded in the call recording app. NOTE: By default the maximum recording time is 1 hr. What is recovery time under Agent Behavior? Agent Recovery time is a setting that defines a buffer for the agent once he/she has completed a call. This is designed to allow the agent to enter follow up notes about the call in a log, and/or to review the call with another agent or manager. The agent will not be offered a call until this time is complete. Agent Recovery Time asks for a value in seconds for how long this should be active. Allow Recovery Time Extension If this is toggled to "on", the agent has the ability to extend the recovery time from a call. This option will appear in the call details drawer Allow Multiple Recovery Time Extensions -- By toggling this on the agent can extend recovery time multiple times. There is no maximum setting. Why don’t either the abandon call or missed call counts for the queue match the counts of all the individual agents? They have significantly more in the agent cards next to the “X” as compared to the queue counts. Agent(specific to the agent) and Queue (Global) Missed Calls track differently: Queue Level Missed Calls A call is considered a missed call when the call times out of the queue for any reason. This includes if a call enters the queue and that call reaches Call limit (Queue Configuration). Abandon calls are not considered a missed call. Agent Level Missed Calls The missed call is based on the Queue Agent Behavior: Agent Connection Timeout. If the connection timeout is set to 20 seconds, and if the agent does not answer the offered call within the 20 seconds, it is considered a missed call and the count will increment by 1. This also tracks calls that were offered but was not answered by the agent. Each time a call is offered to an agent and the agent does not answer, the call is considered missed and the count will increment. If a call rings the agent again, the count will increase if the agent does not answer the call. Member Assignment How do I assign members to a specific queue? While it is an optional step during your original setup, you will need at least one agent or manager in the queue before you can use it. At the Add Members screen you will see the list of members you added to the Call Center app. during your initial setup. It will also show how many queues that person is already assigned to so you can make sure you don’t over-assign one person. Find the name, and assign whether that person should be Agent or a Manager for this particular queue. Then pick the green button, “add to queue.” The list will display whether the person is Agent or Manager. This can be different for each queue. Are all system users automatically members of a queue? No. With each queue setup you must add the members you want associated with that queue. This is part of the original queue setup; you will be able to choose who you want to add from a drop-down menu. Review and Confirm How do I edit the review screen? Click on the pencil edit icon next to each section you want to edit. Can I save these settings? The settings are automatically saved. By clicking the icons on the upper right of this screen you can either download a .csv file or print them out for future references. A “save settings” feature is being considered for a future release. Can I save multiple queues? YES! This is handy if you want different behavior depending on the time of day or season, or assign different members and behaviors to unique phone numbers or extensions. An example would be to use one queue for sales, another for support, and a third for calls to your main number. This is often how administrators manage IVR routing options set in SmartPBX -- each option is sent to a unique queue. You can also edit one component of an existing queue, to change out a music set for example. Can I test my queue before I “go live?” and/or save it as a draft? We recommend you set up your queue with an un-used extension for testing, then change the extension when you make your final adjustments. Activity Log What does the activity log show? The activity log looks different if you are an agent or a manager. To agents it shows the calls in your queue and their status. If an agent has been given permission for "agent to agent" you will also see the status of additional agents in the queue. Managers will see a detailed view of all agents in the queue and their current status. Managers can also view an Activity log showing a detailed list of all call actions including the caller number and time on call. Note – Once you close your window or log out the activity log is refreshed. A new log will generate when start your next activity session. You can downloaded and/or print to log to keep a permanent record. What added permissions does a manager have? A manager lens is to get an overview of how the queue performs. Managers can view each queue in its entirety, with all agents listed and see how they address calls both individually and a group. This gives them some basic reporting tools to help understand the dynamics of the group and work to increase its productivity. In particular a manager can: Add / Remove members from a queue Ability to "bump (a call) to next in queue" Define skills for agents and set the preferred incoming call behavior based on skills (using strict or loose variables) Audit and in some cases join an agent’s calls What added permissions does an Administrator have? Only an administrator can create or delete a queue, and review all queues in Call Center Pro, whether assigned to the actual queue or not. What determines a Missed Call? Missed Calls are calls that were offered but was not answered by the agent. Each time a call is offered to an agent and the gent does not answer, the call is considered missed and the count will increment. If a call rings the agent again, the count will increase if the agent does not answer the call. What determines an Abandoned Call? A call is considered an abandoned call when an event happens that is not related to an agent's action, for example The call disconnects. The caller hung up the call while waiting in the queue. The caller pressed 0 for added options (voicemail, etc.). This only available if the "Zero Out" configuration is configured in the queue settings. What is the difference between eavesdrop, whisper, and barge options for managers? These settings provide a way for managers to audit how members are navigating calls and gives them an opportunity to provide support and additional training if needed. Note: managers must enable the Eavesdrop option first from the call; this will trigger a pop-up box that provides options to Whisper and Barge. Eavesdrop Allows a manager to silently listen in on a call. Note, only one manager can eavesdrop a call at at time Whisper Allows a manager who is eavesdropping to also “whisper” suggestions and/or added information to the agent during the call. Only the agent can hear the manager, the caller does not. Barge Allows a manager to join the call as a backup/support person. This is often used for new employees in training. Performance and Reporting Options What does the performance icon track? The performance icon at the left of your main screen prompts a display showing a summary of your activity. Agents can view their activity within a queue for the current session; managers and administrators can view all agents' activity within the queue. What is the "Current Session" value as shown in the duration field for performance? The Current Session reflects the most recent increment when an agent has logged in. If an agent logs out and then returns to the queue the agent details will reset. My agent call handling number doesn't match the main queue dashboard call numbers even when I'm the only one active in the queue. Why? The agent call handling bar includes calls from all the queues an agent is active in, whereas the queue dashboard only displays calls in the specific queue. If both queues are active and the numbers likely will not match. How are Missed calls and Abandoned calls tracked in the dashboard? There are two different levels of dashboards, and also two different methods for accounting for Missed and Abandoned calls. At the queue level, any call offered to an agent (agent rejects, agent misses or doesn’t answer before ring timeout) is considered a missed call, and counts on the agent stat level. Abandoned calls are displayed separately. At the agent level, e.g. the bar showing productivity of a specific agent listed within a queue, both abandoned calls and missed calls are included as part of the "missed" proportion of the red bar. Further analysis on the proportion of this number that is abandoned and not in the agent's control is available in the activity log. Can I save this data? Yes, you can either download this data as a .csv file to import into a more robust analytical tool, or print it out for your records. Is there a way to import this data to other programs, such as Xarios? Some of our partners who are experts in providing analytics for call centers have developed import routines to their software. Please check the App Exchange more information. Where can I access information about the APIs for CCPro? Here are some links to get you started. queues: https://docs.2600hz.com/dev/applications/crossbar/doc/queues/#list-queues-stats agents https://docs.2600hz.com/dev/applications/crossbar/doc/agents/ ##### ..
Below is a summary of the commands available in Call Center, and the added commands available in Call Center Pro. NOTE: This will be updated as the two applications evolve. To download a .pdf version of this file, click the link below Call Center and Call Center Pro - Feature Comparison.pdf Call Center Call Center Pro Basic Info Name Ext. / # / Buy Name Ext. / # / Buy Configuration 5 Queue Routing Hold Treatment audio file Timeout Queue Call Limit Timeout if empty Escalation queue Escalation callflow after timeout 5 Queue Routing Hold Treatment audio file Timeout Queue Call Limit Timeout if empty Escalation queue Escalation callflow after timeout Additional options for Hold (see below) Record all calls in queue Routing Strategy Most Idle Least Calls Handled Least Offered made Round Robin Most Idle Least Calls Handled Least Offered made Round Robin Skill based (Loose) Skill based (Strict) Hold Treatment Media file Media File Announce Position Announce Wait Pause Build your own order Agent Behavior Agent Connect Timeout Force Away on Rejected/Missed Agent Recovery Time Agent Connect Timeout Force Away on Rejected/Missed Agent Recovery Time Allow Recovery Time Extension Allow Unlimited Recovery Time Extensions Member Assignment Drag from System list to queue Separate list for Agents and Managers Members list in drop down drawer Summary page with all members Drag from Member list to queue List previews how many queues member is already assigned to Members list in new window Agents and Managers displayed in the same list Agent Summary bar Total Calls Missed Calls Calls Handled Avg. Handle Time Session Duration Total Calls Missed Calls Calls Handled List of queues page status preview Agents Active Average Wait Calls in Queue Missed Calls Abandoned Calls in dropdown, each agent in box shows Agent away notice Logged in time duration Agents Active Longest Wait Calls in Queue Missed Calls Abandoned Calls Paused / Activate button Agents Ready Agents Busy Agents Away Call Handling performance bar Queue Reporting - Activity Logs N/A Shows all events in queue Search by agent, event, phone # Filter by Activity Sort by single agent or all agents Download .csv or print results Queue Reporting - Member List N/A Name Role Status Handling Session length Time Marked as away Assign Skills Sort hi to lo on any variable Queue Reporting - Calls in queue N/A Review calls in list Admins and Managers can Eavesdrop Whisper Barge Performance Reports Activity Breakdown N/A Filter by agent and/or queue Shows current session Compare multiple Agents or single agent, multiple queues Download .csv or print results Call Center Members Summary Display list of members Add available users as member Display list of members Add available users as member Summary shows member session duration Assigned Queues (# + name) Call recording on / off Skills tags Manage / Edit Skills Use 1 or more rules Assign multiple skill tags per agent Set loose / strict criteria in routing strategy User Interface Configuration in drop down Basic Config Agent Behavior all together Configuration in multi-screens / Steps using a Wizard style setup
2600HZ STEP GUIDE – CALL CENTER PRO What is This? Call Center Pro provides advanced call management settings and reporting features to KAZOO’s basic Call Center application. These include the ability to add and delete agents, customize routing strategies based on your agent team skills, define advanced hold options and loops, and settings to manage and prioritize queues. Before you start Note only Administrator can create and delete queues. Managers can edit them Confirm your agents/members are listed with correct phone numbers Create a list of extensions to reserve for the call center behaviors Decide on your “hold” message: music, message, or queue time Develop your strategy around agent behaviors and where /how they should be assigned Consider the use of skills for your agents that would direct calls accordingly. Call Center Pro STEP GUIDE details Below are the sections covering Call Center Pro. Steps for configuring and editing call queues Overview of queue management dashboard features Overview of the queue performance dashboard Summary of permissions and access, agent v. manager v. administrator Create and Configure a Queue Quick Steps Create a new queue and assign it a unique number or extension Configure your desired queue settings Define how calls should be routed to Agents Define hold treatment – music or recording Define agent behavior, how calls should be routed Assign Members STEP 1: Create New Queue Select a number or extension from your available numbers list. If you do not have any displayed, you can purchase one. If you want to choose an extension you will be shown choices based on your setup. NOTE: Only administrators have access to creating a new queue. STEP 2: Define Queue Settings Existing users will recognize some of the settings from Call Center and can skip to the new settings. Below is an overview of all the settings on this screen. The settings in green are new to Call Center Pro. Basic Behavior Call Limit Sets the numbers of calls that can be in a queue before the calls time out to the callflow steps. If the call limit is one, any new call that tries to enter the queue will be terminated (dropped). If the call limit is 0, the number of calls that can enter the queue is infinite (or limit to incoming trunk limitation). Any incoming call that is dropped will be counted toward Missed Calls for that queue, since it has entered the queue and subsequently terminated. Queue Timeout [seconds] The number of seconds the call will sit in a queue before timing out. If Escalation Handling is configured, the call will timeout to the specified escalation handling destination. If No Escalation is configured, the call will terminate or drop. Maximum queue timeout is 7200 seconds. NEW in CCPro: Display Agents to other Agents This is useful so agents can note the status of the rest of the team, for example if others are away. If enabled, Agents can see other Agents who are members of the queue on the Queue Details page, Members tab. By default, this is not enabled; agents will see only themselves on the Members tab. Admins assigned through Smart PBX can see all members’ status of any agent in any queue in CCPro Timeout Immediately if Empty If turned on the and the queue is empty (meaning no agents are logged in) the call will immediately be routed to the callflow process. This could be your escalation queue or voicemail. NOTE: The queue is not considered Empty if an agent in a queue is Globally in an Away state or on a call. NEW in CCPro: Zero out to callflow This provides a dropdown showing other queues you can redirect a call to by pressing #0. An example might be if someone calls who has already been escalated to a different department or person and is calling back with more information. The default routing for 0'd out calls is set as follows: Device User VM Box Directory Group (per Smart PBX Configuration) NEW in CCPro: Record all calls in this queue If turned on all calls will be recorded by default. Alternatively you can set record all calls for individual agents under the Call Center Members tab. Notes: Transferred calls will be recorded up until the point the agent who answered the call from the queue is no longer on the call. Hold Music is not recorded if the Agent puts the caller on hold Currently the maximum length of call that can be recorded is 1hr. For the Call Recording feature to be enabled you MUST enable these apps in your system: Google Drive connector Call Recording Recorded calls can be viewed and downloaded from the Call Recording app. at the end of the call Escalation Handling NOTE: This must be configured if you intend to use the new Call Center Pro feature assigning skills to your agents for skills-based call routing. Escalation Queue If any type of timeout is reached, calls in the current queue can be routed to the Escalation queue. Options list all available queues under the account for anyone who has queue modification permission. Escalation Callflow after Timeout If enabled with a destination, a Queue call is timed out to the Escalation Queue, and if the call is not answered within the Escalation Queue Timeout, the call will be redirected to the following Call flow Destination Company Directory Devices Users Voicemail Boxes Group STEP 3 – Pick Routing Strategies In this step you will define how calls will be routed to agents within the queue, setting priorities based on specific metrics The first four options are part of the basic Call Center app: Most Idle This prioritizes routing calls to agents with the highest percentage of idle time since the last call handled. Calls will continue to be offered to agent with the most idle until the agent answers the call. After a call is handled, the most idle counter resets. For example, if agent 1, 2 ,3 are members of a queue and are on a call, if agent 2 hangs up first then 3 then 1. Agent 2 is the most idle agent. If a call is rejected by the most idle agent, it will continue to try that agent until the agent either answers the call or becomes unavailable. Least Calls Handled This prioritizes routing calls to agents with the least amount of calls handled for their current session. Least handled called agent during their session will be offered a new call. If multiple agents are tied for least handled call offer, queue selects an agent at random. If agent logs out of session, and log back in, their handled call count will reset and the agent will become the least calls handled. Changing state from away/available does not impact the count. Least Offers Made This prioritizes routing calls to agents with the least amount of call offers made during their current session. Round Robin This will equally distribute the calls among all agents assigned to the queue. Agent 1, 2, 3, 4 are logged in and Ready Queue might select Agent 2, 3, 4, 1 for call offers order. If Agent 1 doesn't answer the call, it would go to call 2, if agent 2 answers the call, any new call will get offered to call 3. NEW in CCPro Call Center Pro provides two additional options, Skill based (strict) and Skill based (loose). These are settings that allow you to tag a skill to some of your agents and send the call to them based on caller response. To create and manage the skill sets, see the section below on setting up and managing call center members Skill based (Strict) This will send a call only to an agent that matches the skill defined. If there are no available agents with the (Spanish speaking for example) skill, then the call will be escalated If no agents are tagged with a skill associated with a call entering this queue, the call will be routed to the specified escalation queues. If a call entering queue matches an agent who is a member with that skill, the call will only be offered to that agent. If a call enters queue that does not match any skill the currently assigned members have, the call will be routed Escalation Handling. If Escalation Handling is not configured, the call hangs up. Skills conflicts or incomplete skills matching a Strict Skill strategy will result in routing calls to Escalation Handling. NOTE: For skills-based routing to work, you must define an Escalation Queue process. If neither the Escalation Queue nor the Escalation Call flow after timeout are configured the incoming call will hang up when it enters the queue. When configured, if a call is not met by a skill, the call will be routed to the specified Escalation destination. Skill based (Loose) This will try send a call to an agent that matches the skill defined. If there are no available agents with the (Spanish speaking for example) skill, then the call will go to the next available agent. If Agent X has skill that matches an incoming call, regardless of the agent state (Inactive, Active, Ready, Away, Logged off) and as long , the call will wait in queue till the Agent is Ready and Available state unless escalation handling is met (Escalation Queue or Escalation Call flow after timeout) If call enters queue where none of the members have any skills that match it, the call will be routed to the next available agent in a round-robin fashion. Skills conflict in Loose Skill strategy will result in routing to the next available agent with that skill in a round-robin fashion. For example, Agent1 has Skill X. Skill X contains a configuration for area codes that start with (+1585). Agent Y has a Skill that matches (+1 585 361 1962). If I were to call into a loose Queue from 585 361 1962, since both agents match, the call will find the first available agent that matches. If the routing is rejected or device timeout is reached, the call is offered to the next available agent that matches the skill. STEP 4 Define Hold Treatment These settings define what a caller experiences when s/he is put on hold. In Call Center basic, you could choose a single Media file, either an announcement of music. Call Center Pro gives you added features and allows you to define and sequence your own series of announcements and music. NEW in CCPro In Call Center Pro there are 3 additional options. These allow you to build out your own media loop; connect all four options and arrange in the order you set. You can then set it to repeat. This allows for several different announcements during the wait and an updated status on the caller’s position in the queue and/or wait time. Announce Position Announce to caller waiting in the queue their current position in the queue. Announce Wait Tells caller the average wait time. This is estimated from the average time taken by the last 5 calls answered. Calls sitting in the queue do not affect the estimation. Pause Define a pause as a break between 2 other notices. Play Media File Define an announcement or music clip. Note you can add more than one announcement in the loop. Additionally you can change each media file separately without building a new queue. For example, you can add in holiday music, a new promotion or news release at different times in the year. NOTES: If you choose a media Stream URL, the site must be available for connecting 24/7. If KAZOO tries to access the stream and fails, the call will be aborted. We support .mp3 URLs or shoutcast servers. In either case, the URL must start with shout://. Below are some examples: MP3 files MP3 URL: https://ia802902.us.archive.org/15/items/DoctorWhoTheme_306/DoctorWhoTheme-11thDoctor.mp3 KAZOO URL: shout://ia802902.us.archive.org/15/items/DoctorWhoTheme_306/DoctorWhoTheme-11thDoctor.mp3 Stream URL Stream URL http://mp3stream7.apasf.apa.at:8000/listen.pls KAZOO URL shout://mp3stream7.apasf.apa.at:8000 The list will automatically loop during the hold for as many seconds you defined in the configuration (Step 2), so there’s no need to duplicate an event in the loop. STEP 5 Agent Behavior This configures certain actions depending on the agent’s behavior and status. SET AGENT ACTIONS Agent Connection Agent Connect Timeout This sets the amount of seconds the call will ring at an agent's extension before it is sent to another agent of the next event in your callflow. How the seconds translate to number of rings will vary depending on your country and ring style, but in general a 20 second setting will allow the phone to ring 4-5 times. Force Away on Rejected/Missed If enabled, and if agent rejects or does not answer the offered queue call, agent will be put in a Global Away state. NOTE: It is up to the agent to re-activate his/her status. Recovery Time Allow Agent Recovery Time This sets the amount of seconds an agent's status will be set to "recovery time." This time is often used so agents can write follow up notes about the call. While in recovery time the agent's phone will be considered "busy" to the caller and the call will route to the next agent or event. The recovery time will be displayed and counted down in the Call Details Drawer. Allow Recovery Time Extension If this setting is on, the agent will see an option to extend recovery time in the Caller Display Drawer. By selecting this, recovery time will extend the length of the initial setting. NEW in CCPro Allow Multiple Extensions If this checkbox is enabled and agent has the ability to extent the recovery time as often as necessary. Each extension will be the number of seconds set in the Allow Recovery Time Extension field. .. STEP 6 Member Assignment The next step is optional and can be completed and updated as you get more familiar with the queue and member dynamics. ASSIGN MEMBERS TO THE QUEUE You can choose to add members to your queue, or you can add members later. You can skip this step now and manage members later while inspecting this queue. NOTE: Once any members are assigned, the queue is limited to those members. ADD MEMBERS To assign a member, click on the member name, and choose between an Agent or a Manager. Then pick the green button “Assign to Queue” and you’ll see the name move to the right column. Once a member is added and logs in, this screen will display An Agent can set specific settings related to his/her own queue priorities. Agents who have been given permission to “display agents to other agents” under general settings can view the activity and status of other agents in the queue. A Manager has added permissions to: Listen / Whisper / Barge Agent’s calls Assign priorities and skills to Agents STEP 7 Review and Confirm You will now be shown a summary screen of your settings to review and confirm. You can return to any of the steps to edit your settings. When you are finished, select the green Create Queue button at the lower right of the screen. You can also download this information and print it to share with your team (see icons at top right of screen). Confirm updated charges Finally, you will see a preview of your updated monthly charges based on your configuration. Review this and Select OK. Call Handling Dashboard: View / Manage Queues This describes the features shown once your queues are created and when a specific queue is selected. AGENT STATUS This should match the status set at the top right of your screen. The status setting is a global setting and applies to all queues. This is also where you set/confirm the answering device you will use as default. Status Details Ready Count (Must be Active+Ready). If Agent is Paused and Ready it will not count towards Ready Away An agent is away if Agent is Logged in but paused in that queue or Agent is Active in the queue and Away Globally Busy Agent is considered Busy of that queue if Agent answered a call from that specific Queue. The Busy counter will increment by NOTES: If an agent is newly assigned to a Queue. The Agent will automatically be in a Paused State Note if Agent is using Feature Code, Agent must log in to Browser set themselves in an active state before using feature code functionality. Feature codes are global At this time, regardless of what away message is put in the text field of away message, the status will always be AWAY. Custom Away messages will be implemented in a future release. LIST OF ALL QUEUES Once your queue is created you can view a list of the queues created in your account. You can manage this page as follows: Sorted By Sorted By will only list the following options. All queues (Default) Oldest queue (Creation time) will always be on top and the Newest Queue will be at the bottom Active Sort By Active, pushes all active queues at to If you are an admin, Active queues will be pushed up to the top and it will list Queues that are paused next, then the queues the admin is not a member. Paused Sort By Paused, pushes all paused queues top, then active queues. If you are an admin, paused queues will show up top, then active queues, then queues the admin is not a member of. Admins Will see all queues available under that account. Admins who are not a member of any queues will not see the “Active” nor “Paused” buttons next to the queue. Pause / Resume all Queues This allows the agent to manage only the queues the Agent is a member of. If an agent selects "Pause All Queues" calls will not be offered to the agent To set back to Active, select "Resume All Queues" QUEUE DETAILS PAGE Click on a queue name to see detail list. The top status bar shows detailed information for the session If there are active calls in the queue, there will be a list of waiting calls. Manager and/or Administrators can: Answer a call Change the order/priority of a call Eavesdrop Whisper, or Barge into a call in session NOTE: The member call handling bar includes a summary for all the queues the member is active in at the time. CALL HANDLING See the screen shot above, where the red arrow is pointing. This will show the calls handled v. missed by each agent. It will not inlcude any abandoned or dropped calls. NOTE: This value shows total calls handled and missed, including calls from any other queue that the agent is assigned to. QUEUE STATUS We have added the ability for managers to change the queue status. This setting is the one next to the queue name. This is helpful if you have regional queues, and want to Pause them during specific hours. DASHBOARD The top section of the screen will display a dashboard summarizing the status of all agents in your queue within the last hour. This can help a manager or administrator decide if it's necessary to adjust the number or mix of agent skills. Longest Waiting How long the longest caller was waiting. Longest Wait is only updated when the longest call waiting in queue is delivered to an agent. The longest wait for a queue is currently 10 seconds and a new call waits in a queue for 6 minutes and 49 seconds before being delivered to an agent(Answered by agent), then then the longest wait is 6.49. Calls in Queue Total number of calls waiting in the Queue. Abandoned Calls A call is considered abandoned when the following occurs: The caller hung up the call while waiting in the queue. The caller pressed 0 for added options (voicemail, etc.). This only available if the "Zero Out" configuration is configured in the queue settings. Agents Ready How many agents are available to answer calls. An agent is considered ready when they are active in a queue and Ready as a global status. If Agent is Paused and Ready it will not count towards Ready Agents Busy An agent is considered Busy if the Agent answered a call from that specific Queue. The Busy counter will increment by 1. Agents Away How many agents have marked Away as their status. An agent is considered away if Agent is Logged in but paused in that queue or if the Agent is Active in the queue and Away Globally Missed Calls A call is considered a missed call when the call times out for any reason. This includes if a call enters the queue and that call reaches the Call Limit as set in the queue configuration. Each time a call is offered to an agent and the agent does not answer, the call is considered missed and the count will increment. If a call rings the agent again, the count will increase if the agent does not answer the call. Abandoned calls are not considered a missed call. While a call is offered (ringing( Handled Calls Number of calls that were answered by agents in the queue. TABS BELOW DASHBOARD CALLS IN QUEUE This first tab will list all calls waiting in queue. Information includes how long the calls have been waiting in queue, Caller ID and Caller Name, including Country of Origin. Tab will have a counter of total calls waiting in the queue For managers and admins, additional options are available, see below. These are visible if you hover over the call information. Answer Call + Bump to Next in Queue Answer Call Managers or admins can pick up any call in the queue by clicking “Answer Call” Bump to Next in Queue Managers or admins can also Bump a Call to Next in Queue, , making this call the next call to be offered to an agent. Note: The bump button will still be visible even if only one call is in the queue but it would not do anything. Button Permissions Only Admin users will have the ability to “Answer Call” and “Bump Next in Queue” at all times without being members of any queue Managers have access to “Answer Call” and Bump Next in Queue” buttons for any queues that they are a member of. The agent only users will not have access to any visibility to “Answer Call” or “Bump Next in Queue” buttons. Summary of permissions QUEUE MEMBERS LIST This shows the activity of the users NEW: Eavesdrop / Whisper / Barge Settings As a manager or admin, you can monitor an agent’s call while it is in session by clicking on the “On Call” status in the queue dashboard. This can be used while training a new agent. The following options are available: Eavesdrop Allows the manager/admin to listen in on the call only. Whisper Allows the manager/admin to listen and whisper notes or suggestions to the agent. The caller will not hear this. Barge Allows the manager/admin to join the call. The caller will be included. NOTE: In order to Whisper or Barge a call, the manager or admin must select the eavesdrop option first. While eavesdropping a call, the call display drawer will show the display as below. ACTIVITY LOG NOTE: The queue activity log will only show Agents' detailed activities for the past hour only. It will display detailed notes about the activity for each member, as below: CALL HANDLING When a call is ringing Incoming calls will display from the queues dashboard as shown below. To view the details of an incoming call, click on the phone icon in the upper right corner to display the Call Details Drawer. Once a call is answered When a call is answered, the status for the agent will automatically change to "On Call." The agent can view the call details in the same drawer to the right. NOTES: Queue Status will display “Missed” only for four seconds after the call is missed. It will return back to “Active” after the 4 seconds is reached. If Queue Agent Behavior is configured to have Recovery time. Queue status will display “recovery” for that amount of time after the Agent completes the call. If you click on a call and then on the phone icon, a side screen will show the details of the call. Calls in Queue When an incoming call is received and no agents are available they will be added to the queue. Agent / Queue Status Behavior Call Offer States The chart below shows how status settings affect the call offer behavior. NOTES: An agent is available to take a call only if the agent is “Active” for that queue and “Available” Globally If an agent is newly assigned to a Queue. The Agent will automatically be in a Paused State for that Queue. Note if Agent is using Feature Code, Agent must log in to Browser set themselves in an active state first before using feature code functionality. Feature codes are global. Performance Indicators When you pick the graph icon to the left, you will see a screen summarizing call performance indicators. At the top you can choose the Agent, a queue, and a duration to review. At the bottom left of the screen you can choose to add another agent or group to compare indicators. These results can be further analyzed if you download the data to a .csv file. The option for that is at the top right of your screen next to the print option. Managing Members and Assigning Skills Managers and Admins can manage member attributes from the Call Center Members tab, accessed on the left of the screen. The default screen will list all the members in the call center, and display the name, session duration if active, the number and name of queues the agent is assigned to, if call recording is activated, and the skills assigned to that member. NOTE: The skills assigned are global; whether they are implemented is dependent on the Routing Strategy setting in each queue. MANAGE MEMBER LINK This enables a manager or admin to move any user set up in the system as a Call Center Member. Only Call Center Members can be assigned queues. MANAGE SKILLS LINK This is where to assign or remove skills to a Call Center Member. The initial screen will show an alphabetical list of all members and the skills currently assigned. Note: Skills are global attributes, they are not assigned per queue. If you have not set your queue routing to support skills, then they will not be noticed. Add an Existing Skill to Member(s) To add an skills, select the members you want to include in the new skill and press the blue add skills button. You will be prompted to type in a skill already saved. Create / Edit Skills Skills can currently be assigned based on incoming Caller OR Callee ID Name or Number. Some common uses for this are Incoming Callee ID name or number Tag phone numbers for certain types of support to different support services Tag phone numbers for sales to sales department Incoming Caller ID name or number Use this If you have multiple dial in numbers / DID’s that point to the same queue, but want to assign a skill based on which number the caller actually dialed to hit the queue. Tag calls from different countries to match language specialists Tag calls from large accounts to specific account managers Operator Notes starts_with: use to route calls with certain area codes. NOTE: Make sure to add +1 (country code) then the area code. matches: This is an exact match NOTE: This is the only operator where you can enter a regex code. Enter the regex code in the value field. examples are below: Match caller ID number starting with +1585 in regex form is ^\+1585 Match Caller ID number that ends with 5336 would be /?5336 For help with generating and testing regex codes, go to https://regexr.com/ ADD A NEW SKILL Select the blue New Skill Tag button Set operator rules as shown below to match values. You can set multiple rules for each Skill. This is helpful for use with "Spanish speaking", as you can assign multiple country codes. If there are multiple rules and skill is set to Match “All” all of the rules must match. If it set to “Any” any of the rules can match to route to the agent. Summary of Permissions and Access There are three levels of permissions used in Call Center Pro: Agents Managers Administrators Below is an overview of the kind of access needed to create, edit, and delete certain settings. ####