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Agent Login Classes

Agent Login Classes. Call Flow. Direct Indial (800) 555-1234. 2. PBX translates DID to queue extension. 1. Call comes in from the outside. Queue 5678. 1. 2. 3. 4. 3. Call delivered to the queue. Callers. Agent Login Class. Agent Login Class. Agent Login Class.

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Agent Login Classes

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  1. Agent Login Classes

  2. Call Flow Direct Indial (800) 555-1234 2. PBX translates DID to queue extension 1. Call comes in from the outside Queue 5678 1 2 3 4 3. Call delivered to the queue Callers Agent Login Class Agent Login Class Agent Login Class 4. Agent Login Classes determine which agent takes the call 5. Call delivered to the Agent

  3. Agents don’t login to Queues –they login to Agent Login Classes. Queue 5678 1 2 3 4 Callers Agent Login Class

  4. Agent Login Classes can take delivery from 1 queue or multiple queues Queue 5678 Queue 5679 Queue 5680 1 1 1 2 2 2 3 3 3 4 4 4 Callers Callers Callers Agent Login Class

  5. Agent Login Classes 3 1 2 Sales Queue Support VIP Queue Accounting If a call came into each of these queues at the exact same time, in what order would the calls be delivered? 0-5 30-4 0-6 120-3 Delay (seconds) – Priority Delay is configurable Priority is on a 0 to 9 scale

  6. Skills Based RoutingEscalation As the calls age more agents are made available to take the call, priority can be used to ensure the call goes to the highest skill agent if two agents come available at the same time. Supervisors 120 - 3 (Overflow Agents) Sales Silver45 - 4 (Backup Agents) Sales Gold0 – 5 (Primary Agents) Loan Applications Queue

  7. Agent Login Classes can take delivery from multimedia queues Phone Queue 5678 Email Queue 5679 Chat Queue 5680 0-5 Agent Login Class 30-3 0-4

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