SoftGuide > Functions / Modules Designation > Queue management

Queue management

What is meant by Queue management?

Queue management refers to the management of callers waiting in a queue for a response or service from agents.

Typical functions of software in the area of queue management may include:

  1. Caller prioritization: Ability to prioritize callers based on various criteria such as VIP status, wait time, or nature of the inquiry.

  2. Queue monitoring: Real-time monitoring of the number of callers in the queue and wait times.

  3. Call routing: Automatic routing of calls to available agents based on various rules or algorithms.

  4. Call announcements: Announcement of wait times or position in the queue for callers.

  5. Callback function: Ability for callers to request a callback instead of staying in the queue.

  6. Agent availability: Display of agent or staff availability to efficiently serve callers.

  7. Statistics and reports: Generation of reports on wait times, call volume, and agent performance metrics.

  8. Queue music or messages: Playing music or messages for callers in the queue to make the wait more pleasant.

  9. Call handling options: Configuration of options such as automatic callback, voicemail, or forwarding for callers after a certain wait time.

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The function / module Queue management belongs to:

CTI

Software solutions with function or module Queue management:

SERVICE ASSISTANT (MR.KNOW)
Your digital employee in service management
EcholoN Service Management Suite
EcholoN - holistic service management
authensis ACHAT
 
 
 
 
 
 
Smarte Software für exzellenten Kundendialog
FreePBX
FreePBX
 
 
 
 
 
 
Freedom to communicate