Difference between revisions of "Call Center Functions"
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Sky Central supports call center operations where the incoming calls can be distributed to a group of predefined extensions base on the call strategy, a way to hunt for an active agent. By default the following call strategies are supported on Sky Central: | Sky Central supports call center operations where the incoming calls can be distributed to a group of predefined extensions base on the call strategy, a way to hunt for an active agent. By default the following call strategies are supported on Sky Central: | ||
| − | - | + | - Least talk time: call is routed to the agents base on the least talk time first |
| − | - | + | - Fewest calls: call is routed to the agents base on the fewest call first |
| − | + | - Longest Idle time: call is routed to the agents have longest idle time within the tier level | |
| + | - | ||
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| + | Sky Central: | ||
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Ring All: All agents ring simultaneously. | Ring All: All agents ring simultaneously. | ||
Random: Rings Agents will ring randomly in not particular order. | Random: Rings Agents will ring randomly in not particular order. | ||
Revision as of 08:04, 6 July 2020
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Sky Central supports call center operations where the incoming calls can be distributed to a group of predefined extensions base on the call strategy, a way to hunt for an active agent. By default the following call strategies are supported on Sky Central:
- Least talk time: call is routed to the agents base on the least talk time first - Fewest calls: call is routed to the agents base on the fewest call first - Longest Idle time: call is routed to the agents have longest idle time within the tier level -
Sky Central:
Ring All: All agents ring simultaneously. Random: Rings Agents will ring randomly in not particular order. Ring Progressively: Agents will ring the same as top-down and will progress until each agent ends up ringing. Round Robin: Will ring the next agent available in line. Sequentially By Agent Order: Agents will ring in a sequence by the tier and the tiers order. Top Down: Agent rings in order starting from one.
