Difference between revisions of "Call Center Functions"
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Revision as of 08:10, 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
- 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
