Call Center (ACD Queues) - Admin Guide

Call Center - Admin Guide

Accessing the Call Center

Managing Members

1. Start by clicking on the Members icon.

2. Here you’ll see a list of agents available to be in your queues. You’ll see their name, their session duration, the Queues that they are assigned to, and whether Call Recording is enabled. If Call Recording is enabled on this page, then the agent’s outbound calls will be recorded as well as any inbound calls they receive to the queue.

3. Manage Members will bring you to a page where you can see a list of your users who are set as ACD Queue agents and who are not.

1. Click “Add as Members” - Their names will switch to the right column and will now be available as ACD Queue agents.

2. The Right column is users who are already set as ACD Queue agents - To remove agents: Click on the agent/agents names in the right column

3. Click “Remove Members” - Their names will switch to the left column and will no longer be available as ACD Queue agents.

Creating a Queue

1. Click the Queues icon

2. Click on “Add New Queue” in the upper right to add a queue. Please note that each queue is charged every month. Please contact us if you need help reviewing your plan.

1. First, name your queue.

2. You will be given the option to add a number directly to the queue by buying a new number or by selecting the number from your spare numbers list. You may instead choose to assign your queue an extension number.

1. To make sure that you are not using a current extension number on your account when opting to use an extension number, you’ll be given the following search screen to see what is available. Once you have a good extension number click “Assign extension”.

1. After you have named the queue and assigned it a number or extension, click Next at the bottom of the page.

 

1. Call Limit: You can limit the number of concurrent calls in a queue by entering a number in this field. If 0 is selected, there is no limit to the number of concurrent calls in the queue.
• 1A: Timeout Immediately if empty: If toggled on, Escalation Handling will be triggered if no agents are logged into the queue.
• 1B: Record all calls in the queue: If toggled on, all incoming calls to this queue will be recorded.
• 1C: Disable timeout for callback calls: If enabled, calls will remain in the “Call in Queue” field until manually cleared.
• More information on callbacks under Dropout options below.
 

2. Queue Timeout: The amount of time a call in the queue will be allowed to wait on hold, measured in seconds.
• 2A: Immediately timeout if no agents ready: Times out if no agents are in the queue, OR if all agents within the queue are NOT set to ready (i.e. all agents “away”)
• 2B: Display Agents to Others/Agents?: If toggled on, your agents (queue members) will be able to see the status of other agents.

 

1. Escalation Callflow after Timeout: This is the final escalation of a call that started in this queue. You can send the call to another queue, user, device, or voicemail box.

2. Dropout Options: This allows inbound callers to drop out of the queue using a digit that you can select. Please note that customers are not made aware of this option without prompting from something in your hold treatment, likely being your hold music file.
• 4A: Add Redirect: Allows the customer to press a button to redirect their call directly to a specified Device or Voicemail box.
• 5A: Initiate Callback:
• After pressing the option you choose for the customer, and the customer presses that option, they’ll hear a media file (To be chosen from your list of media files on your system) before disconnecting, and their call will be kept in the queue until the callback has been completed.
• When a callback is initiated, our system will make a call to your agent’s device(s). Your agent will pick up that device, and then an outbound call will be placed to the phone number that requested the callback.

3. Caller Announcement: When a call is answered by an agent, the caller will hear an uploaded recording and will need to press a button for the call to fully connect.
• 5A: This is the media file customers hear when an agent picks up their call in the queue
• 5B: This is the button the customer should be instructed to press during the greeting to accept the call. They also have the option to decline the call or replay the recording.

4. When you are done, click Next at the bottom of the page.

 

Routing Strategies:

 

1. Select the Routing Strategy you wish to use and click Next at the bottom of the page.

• Most Idle: This rings to the agent who has not answered a call in the longest amount of time.

• Least Calls Handled - Offers call to the agent with the least amount of answered calls. If that number is equal to another agent’s, round robin behavior initiates between those agents.

• Least Offers Made - Adds an agent’s answered + missed calls, and chooses the agent with the smallest number. If one or more agents have the same number, round robin behavior initiates between those users.

• Round Robin - Equally distribute the calls among all agents assigned to the queue in a “circular” pattern

• Ring All Agents - Rings all “Ready” agents in queue

• Skills Based (Strict) - Calls are distributed to agents who have the proper skills assigned to their user. If there are no agents with the necessary skills assigned, the call will route to the next action.

• Skills Based (Loose) - Calls are distributed to agents who have the proper skills assigned to their user. If there are no agents with the necessary skills assigned, the call will route to the next available agent.

1. The Hold Treatment page allows you to configure the experience flow your callers have while waiting to connect to an agent.
1. Announce Position: The system will announce the inbound callers position in the queue
2. Announce Wait: The system will announce expected wait time
3. Pause: Will pause / enter silence measured in seconds
4. Play Media File: You can select any media file you have on your system or upload a new media file to play back while the caller is on hold.
1. Media Files should be in the following format for uploading:
1. 1MB File size
2. Wav/MP3 (MP3 recommended for file size)

 

1. Customize your hold flow by selecting the action(s) you’d like to play, in order, and specifying the details for each where necessary (like selecting media files or setting the number of seconds to pause). You can have multiple instances of each action option.

2. When you are done, click Next at the bottom of the page.

1. On the Member Assignment page, you will be able to assign agents to the queue you just created. First, click on the names of the agents you want to assign to the queue and then click the Assign to Queue button.

2. You may also make a person an Agent Manager on this page by clicking on their name and choosing Manager from the dropdown menu.

3. When you are done, click on Next at the bottom of the page.

1. On the Review + Confirm page you’ll be given an overview of all queue settings before setting them live. You can click on the pen icon next to any section to edit that section’s settings.

2. If you are satisfied with the queue settings click Create Queue.

Adding ACD Queue Pro Members (Agents)

• Agents:
• Have access to the queues
• Receive calls in queues they are assigned in

• Agent Managers:
• Can access queues
• Receive calls in queues they are assigned in
• Adjust settings of a queue they are a manager of
• Eavesdrop/Whisper/Barge on a call

• System admins:
• All that an Agent Manager can access
• Create/delete queues
• Modify any queue
• Access Performance
• Can manage members

 

1. After logging in to your Dash account, click on the menu icon.

2. Click on Call Center

1. On the left hand side you will see multiple icons related to the management of your agents and queues. Click on Queues

2. Click on the name of the queue you want to manage

1. Click on the “Members” tab

2. Click on “Assign Members”

1. Here you will see the list of users on your account who can be assigned to the queues. Select which users you want to enable as ACD Queue agents by selecting the users from the left column, and selecting whether they should be an “Agent” or a “Manager”.

2. Click “Assign to Queue” to add this agent to the ACD Queue. They will now be able to log on and receive calls.

Managing an Existing Queue

1. Navigate to the dropdown menu in the top right - select Call Center

2. Click on “Queues” in the top left

3. Click on then name of the queue you want to manage

 

1. Click on the gear icon on the far right

2. Select Edit Queue Settings, alternatively you may also select Delete Queue to delete this queue from your system.

1. You’ll be shown the review screen for your current settings. Click on the pen icon next to the section you wish to adjust

2. Alternatively, in the left hand menu click on the name of section you wish to change.

3. When you are done, click on Review + Confirm on the left menu

4. Click on Update Queue at the bottom right of the page.

Agent Performance

1. Click on the Agent Performance button on the left

2. Select the dropdown and you can choose the data fields you want to track for your agents

3. The boxes on the right determine how the information is presented in the reports.

1. This is where you select the Agents you want to track the performance of

2. Here you can select the queue/queues for the report

3. Here you can choose whether you want the report to break the data into Daily / Weekly / Monthly increments

4. This is where you choose the date range for the report you want to run

5. Once you have selected your chosen fields, click “Apply” on the right.

6. The arrows next to each field will change the order of the data from descending to ascending and vice versa.

Call History

1. The Call history page will show you the calls that have called inbound into your queue.

2. Clicking on “View Summary” will bring you to a new page where you can see the details of the specific call you want to examine.

Queues Page Overview

 

 

1. The Queues page will show all of your queues. You’ll see the Queue’s name with the phone number or extension of the queue just beneath it.

2. In the next column, if you see “Active” that indicates you are ready to take calls in this queue.

3. Performance:
• Longest Wait: Shows you how long inbound callers have been waiting on average
• Calls In Queue: How many calls are currently in the queue
• Abandoned: the number of inbound calls that hung up before an agent could answer

4. Agents:
• Ready: Number of agents waiting to take a call
• Busy: Number of agents on a call
• Away: Number of agents who are marked away

5. Call Handling: Shows the health of your queue’s call – the more green the better! Click on the Queue’s name to see a breakdown of this specific queue’s performance with a breakdown of Missed Calls and Handled Calls.

6. You can click on the name of the queue to get additional information/options.

 

 

1. Calls in Queue will show you the calls currently waiting in the queue, as well as any callers who have opted to receive a callback.

2. Members will show you the status of your agents in the queue.

3. Activity Logs will show the specific actions that agents have done in the previous hour.

Queue Performance

1. Click here to get to the Queue Performance tab

2. Use this pull down to select the fields that you wish to use

3. Select how you want the information displayed. Detail view, Chart and Graph

1. Click here to access the Queue performance tab

2. Click here to select which queues you wish to view

3. Use this pull down to select Daily, Weekly, or Monthly

4. Select the date range here

5. click Apply to have your filters applied

6. You can use the up / down arrows on each column to change the order from ascending or descending

Eavesdrop, Whisper, and Barge:

1. Eavesdrop: Allows an agent manager to listen in on a queue call. This will ring the manager’s queue device, after picking up the manager will be able to listen in on the call.

2. Whisper: Allows a manager to coach/help an agent without the inbound callers being able to hear.

3. Barge: Allows a manager to actively join a call so that both the agent and the inbound caller can hear the manager, like a 3-way call.

Please note while on a barged call, if the agent ends the call the call ends for everyone. So if the agent manager needs to continue speaking with the customer without the agent, the agent will need to transfer the call to the Agent Manager.

4. To end Eavesdropping, barging or whispering click on the hangup icon at the bottom of the screen.

Creating a Campaign

1. Click on Campaigns on the left side

2. Click on the New Campaign button on the right

1. Name your campaign

2. Choose the outbound callerID number from the pull-down list

3. Enter the Outbound CallerID name, which can be up to 15 characters counting spaces

4. Click on Next at the bottom right

1. Choose to record calls for this campaign by clicking on the toggle

2. Choose to have agent statuses display to other agents by clicking on the toggle

3. Click on Next on the bottom right

1. Select the Routing Strategy you wish to use and click Next at the bottom of the page.

• Most Idle: This rings to the agent who has not answered a call in the longest amount of time.

• Least Calls Handled Offers call to the agent with the least amount of answered calls. If that number is equal to another agent’s, round robin behavior initiates between those agents.

• Least Offers Made - Adds an agent’s answered + missed calls, and chooses the agent with the smallest number. If one or more agents have the same number, round robin behavior initiates between those users.

• Round Robin - Equally distribute the calls among all agents assigned to the queue in a “circular” pattern

1. Click on the toggle to enable playing a recording for the inbound caller

2. Select the media file to be played

3. Select the inbound caller’s options by clicking on Add DTMF.
1. For the first pull-down select 0-9
2. For the second pull-down select Accept call, decline call, or replay recording

4. Enter the connection timeout, which has a minimum of 10 seconds

5. Click on Next at the bottom right

1. Enter the amount of recovery time in seconds. Recovery time will allow the agent to have buffer time after a call to finish notes, etc. before they are offered another campaign call.

2. Choose to allow recovery time extensions by clicking on the toggle

3. Click on the box to allow multiple recovery time extensions

4. Click on Next at the bottom right

1. Click on the staff members you want to add to this campaign

2. Click on Assign to Campaign

3. Click on Next at the bottom right

1. Select the default disposition for your staff

2. Choose Disposition action, ie should the agent be removed from the queue or re-added to the queue

3. Shows additional disposition options

4. Choose the disposition actions for the other dispositions

5. Click on Next at the bottom right

1. Review your campaign settings. Click on the pencil icon on any section to edit the settings

2. click on Save at the bottom right

Settings - Feedback - Information

1. On the left side, click on Settings

2. Click on the toggle to turn off or on the Pro queue features

1. On the left click on Settings

2. Click on Away Reasons tab

3. Click on New Away Reason

1. Enter the name of the away reason

2. Click on Add Away Reason

1. On the left click on Settings

2. Click on the Disposition tab

3. Click on New Disposition
1. Dispositions allow managers or other agents know the kind of call an agent is on, ie Onboarding, Sales demo etc

1. Enter the name of the Disposition

2. Enter a description of the disposition

3. Click on Add Disposition

1. On the left click on Settings

2. Click on the Reseller Accounts Tab

3. Click to disable sub-accounts from enabling Pro features

4. Enter the number of Away reason sub-accounts are allowed to have. Click Save

5. Enter the number of Dispositions sub-accounts are allowed to have. Click Save

1. On the left click on the settings

2. Click on the Account Settings tab

3. Click to enable Salesforce CRM Integration

4. Enter the Consumer key

5. Enter the Consumer Secret

6. Enter the Domain URL

7. Click on Save

1. On the left click on Settings

2. Click on the User Settings tab

3. Click to enable the Agent Workspace

1. On the left side click on Feedback

2. You can select a 1-5 rating based on the faces, and input any feedback you have for our team in the text box.

3. Click Submit to send the feedback to our team

1. On the left side click on Information