RETURN TO THE MAIN SUPPORT PAGE
Note
The
...
guide explains your call center’s
...
Agent Queue Prioritization feature. If this feature is enabled, you are able to assign priority for inbound calls and callbacks to any or all call center agents. Calls will be presented to agents based on their priority number (1 = prioritized first, 5 = prioritized last). Agent
...
Queue Prioritization works for Creating Call Queues and Editing Call Queues.
Note
Italicized terms represent clickable icons on the specific screen being discussed.
Terms in blue are links to additional information about the described functionality.
This feature must be enabled by your system administrator. Depending on your company’s software or admin settings, you may not have access to Agent Prioritization.
Access
(A) Settings - Click to access all your available administrative settings.
(B) Contact Center Configuration - Click to access all the available Contact Center settings.
(C) Queues - The Configure Contact Center will open by default. Click to access your list of all call queues. Click here for detailed instructions on how to create a call queue.
Select a Queue to Edit
(D) Edit - Click to open the Edit Queue popup and available editing options.
Edit Queue
(E) Title - Edit the current call queue name. Make sure it is descriptive enough to help you identify which Agents should be placed in it when you are adding new or editing current users. The name can only include letters and numbers. It also cannot be the same as a previously used queue or be left blank.
(F) Queue Type - The system defaults to Calls. Leave this selected when creating a call queue.
(G) Hold Music - If you're previously uploaded hold music (J), you can click this dropdown to select from those files.
(H) Notify Caller of Queue Status - Checking this box will replace your hold music with a repeated announcement indicating what number the caller is in the queue.
(I) Assign Agents - Click the dropdown to select from your list of Agents and assign them to the queue.
(J) Upload (new) Hold Music - There are 2 ways to upload new hold music. You may click and drag an Mp3 audio file here or click the window to access your computer’s file system.
(K) Cancel - Click this to exit the Edit Call Queue popup and discard all the changes you made.
(L) Save - This becomes enabled once you've made edits. Click to save the changes you made to the call queue.
...
If a queue was created prior to the Agent Prioritization feature activated in your system, it doesn’t have any call priority settings. If you have an existing queue created prior to feature activation, you can use the same agents and create a new queue with prioritization assigned. See Updating an Existing Queue with Agent Prioritization for more information.
What is Agent Queue Prioritization?
CallPotential’s Agent Queue Prioritization feature allows Call Center Managers to rank each agent’s priority for each queue. Inbound calls and callbacks are presented to those agents by a priority based on their assigned rank for the queue and availability (1 = prioritized first, 5 = prioritized last).
Benefits of Agent Queue Prioritization
Agent Queue Prioritization allows Storage Operators to customize communications directed to their most experienced and skilled agents to ensure the best possible customer experience. This feature helps your call center to maximize its efficiency and performance for all call center agents. For example, you’re able to funnel calls to your best-performing agents who are able to handle times with peak call volumes. Agent Queue Prioritization gives your call center the ability to selectively order and rank your call center agents at any time to achieve call performance quality, well-timed communication, and satisfied tenants.
With Agent Queue Prioritization enabled, your call center will enjoy enhanced control on call routes, reduced call wait times, and tailored call management to align call volumes with individual agent capabilities.
...
Using Agent Queue Prioritization
Agent Queue Optimization is available when Creating Call Queues and Editing Call Queues. You can also update an existing queue to include Agent Prioritization.