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 | + | - Longest idle time: call is routed to the agents have longest idle time within the tier level |
| + | - Random: ring the agents randomly, not in particular order | ||
| − | + | - Ring all: ring all the agents simultaneously | |
| − | + | ||
| − | + | - Ring progressively: ring agents top-down until the agent ends up ringing | |
| − | + | ||
| − | + | - Round Robin: ring the next agent available in line | |
| − | + | ||
| − | + | - Sequentially by agent order: ring the agent in sequence by tier and tier order | |
| − | + | ||
| + | - Top down: ring agent in the order as it is listed | ||
| + | |||
| + | To access Call Center function on Sky Central portal, from Company Admin page, click on Call Center which is listed under Phone System pull down menu: | ||
| + | |||
| + | [[File: SkyCentralCallCenter.png]] | ||
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| + | Admin users can configure and monitor call center status from this page: | ||
| + | |||
| + | [[File:SkyCentralCallCenterTop.png]] | ||
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| + | The steps to create a call center from Sky Central portal: | ||
| + | |||
| + | 1) Define a call center queue. Click [[configure call center link here]] for information on call center queue configuration. | ||
| + | |||
| + | 2) Select agents who can join call center queues. Click [[configure agent link here]] for information on agent configuration. | ||
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| + | 3) Assign agents to the call center and define the agent tier and position in the queue. Click [[configure tier link here]] for information on tier configuration. | ||
| + | |||
| + | Call center status page provides the status for each cell center queue. Click [[call center status link here]] for information on call center status. | ||
Latest revision as of 13:03, 9 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
- Random: ring the agents randomly, not in particular order
- Ring all: ring all the agents simultaneously
- Ring progressively: ring agents top-down until the agent ends up ringing
- Round Robin: ring the next agent available in line
- Sequentially by agent order: ring the agent in sequence by tier and tier order
- Top down: ring agent in the order as it is listed
To access Call Center function on Sky Central portal, from Company Admin page, click on Call Center which is listed under Phone System pull down menu:
Admin users can configure and monitor call center status from this page:
The steps to create a call center from Sky Central portal:
1) Define a call center queue. Click configure call center link here for information on call center queue configuration.
2) Select agents who can join call center queues. Click configure agent link here for information on agent configuration.
3) Assign agents to the call center and define the agent tier and position in the queue. Click configure tier link here for information on tier configuration.
Call center status page provides the status for each cell center queue. Click call center status link here for information on call center status.
