ACD Queue Options & Setup

1. SoftBX Call Centre ACD Queue Options & Setup

2. Agent 1 Agent 2 Agent 3 Agent 4 Pilot 1-Sales Pilot 2-Service Pilot 10-Support ACD Queue Strategies 1 Multiple ACD Qs each with one Q pilot Priority 2 Priority 2 Priority 1 Priority 1 • Multiple ACD Queue groups can have multiple ACD Agents assigned to them • ACD Queue groups can be prioritised (e.g. P1, P2, P3 etc) • Where Agents are assigned to more than one Queue, each can be prioritised accordingly, e.g. ‘Platinum Club’ service queue • Agents can be prioritised to enable calls to arrive at the most skilful Agent first

3. Pilot-Customer Service Overflow Agent Skill 1 Skill 2 Skill 10 Skill definitions 1-10 ACD Queue Strategies 2 Single Q pilot number into a skill based routing Queue: Skill prompt announcement Skill selection 1-10 Agent 1 Priority 1 Agent 3 Priority 2 Agent 2 Priority 1 Agent 4 Priority 2 • Agents are prioritised according to skills • Multiple Q Pilots can be routed across multiples skill groups • Multiple Qs can be prioritised across skill sets to prioritised agents

4. Optional Facility: SoftBX provides inbound ACD Q features including various messages, skill based routing, and agent assignment to multiple Qs. Q agent extensions must be allocated as ‘is call centre agent’ in the extension’s extended settings. They will then appear in the agent tab of the Server To configure Qs click the ‘agent’ tab then click the ‘wheel’ icon Right mouse click the agent entry to set its properties 1. Click in client box to create and rename new Q to the extension name & number defined as its pilot/access. 2. Enter Q pilot number, define messages and skills groups 3. Set message times and accept call after ‘n’ rings, wrap up time, average call duration, forwarding, call reservation time and priority 4. Set skill groups, access numbers and message. Future feature call centre – settings overview Set for each Q that the agent is to be a member of: 1. Skill groups 2. Priority level 3. Call group ID 4. Inbound or Overflow function (Outbound N/A)

5. To change existing extensions right mouse click menu, ‘properties’ option Click ‘extensions’ tabs to add & configure extensions as agents configure agent extensions configure Q pilots extensions To set as Q Pilot number, select ‘call center number’ from drop down box, enter Q (client) name and click ‘save’ Enter agent name and extension number Click the ‘is call center agent’ check box and ‘save’

6. Agents and agent status: • Silver = logged off • Orange = logged on • Blue = in a call • Grey Coffee Cup = ‘not ready’ • Grey human figure = ‘meeting’ • Waiting in queue Click the ‘wheel’ icon to configure queues Current call window displays calls waiting in Queue server agent screen Right mouse click on agent to set ‘ready’ or ‘not ready’ status – example shows agent with status of ‘meeting’

7. Select message to be played to incoming caller Check if only to be played when no agent is ready to take call otherwise it will be played to all callers Future feature Set delay before next call= ‘call wrap up’ time Set Q depth & message to be played if exceeded Set delay before answer Set minimum time to hold callers on message Set the priority for this Q & the number of agents Agents can reserve calls: Set the length of time before it is cancelled Unanswered calls are forwarded to other agents. Set delay before forwarding server Q (client) configuration Agent call handling durations are analysed. When this threshold is set, and it is exceeded, calls will be prioritised to the agent with the shortest average handling duration Right mouse click to add new Q client name & Q Pilot extension (must be the same as the Q Pilot extension name and number) Agents and agent status Configure for external ODBC customer database to be accessed by agents Check ‘inbound active’, & if skill group routing is required, enter skill groups & digits, check ‘skill based routing’ & select message Select period for statistics gathering

8. Agents and agent status: • Silver = logged off • Orange = logged on • Blue = in a call • Grey Coffee Cup = ‘not ready’ • Grey human figure = ‘meeting’ • Waiting in queue Call waiting window displays calls waiting in Queue. Example shows 2 calls waiting Connection state: connected and talking to another agent Agent right mouse click menu shows own Queue MSN state as active agent screen

9. Agents and agent status: • Silver = logged off • Orange = logged on • Blue = in a call • Grey Coffee Cup = ‘not ready’ • Grey human figure = ‘meeting’ • Waiting in queue supervisor screen Supervisor tab: Queue status window displays Queues and statistics Supervisor right mouse click options Agent is in ‘call wrap up time’ Change agent state to ‘ready’ or ‘not ready Agent right mouse click menu- options to change state to ready, and to allocate/join both Queues Change agent state to ‘ready ‘, ‘not ready’, in ‘meeting’, or ‘busy’ Note: Agent status can only be changed if it is first removed from its queue

10. supervisor statistics Supervisor tab: Queue status window displays Queues and statistics Right mouse click menu on Queue displays ‘snapshot’ of Queue Statistics

11. server statistics – agent screen Raw files - Queue events Agent events