Ring Group is a feature that allows multiple phones to ring simultaneously when an incoming call arrives. Reporting: Call queues provide detailed reporting on call volume, wait times, and other important metrics, which can help managers optimize their call center operations.
The average wait time is the sum of all the calls waiting to be servicedĪverage talk time once a call is answered The longest wait time indicates the most time it took for a call to be answered Managers can also get an insight into a complete overview of all queues and filtered views to see individual queues. The queue manager role allows the call center manager to manually log agents in and out of individual queues. For example, the first call will be sent to agent 1, the second call to agent 2, and so on. Round Robin: Will target only active agents who are logged into the queue in a round-robin manner.
Hunt by Threes Random Start: Will send calls to three random agents simultaneously. Hunt by Threes Prioritized: Will forward the call to the top three agents (as configured in the call queue agent section) simultaneously. Least Talk Time: Will forward the call to the agent with the least total talk time.įewest Answered: Will forward the call to the agent that has answered the least number of calls. Longest Waiting Time: Will forward a call to the agent who has been waiting the longest to take a call. Queue Email Notifications: Enable to notify the manager for certain queue events, such as calls breaching the SLA time limit, queue calls lost, and callback activityĬustom hold music and intro prompts can be added to Call Queues to help keep callers engaged while they wait, reduce the perceived wait time, and provide important information to help manage expectations.Ĭall Queues have an extended list of polling strategies compared to Ring Groups. Detailed statistics for the queue, such as average call time, average wait time, etc., are visible through the "Agent Status" and "Queue Monitoring" sections on the "Panel" view in the 3CX Web Client. Queue Statistics Reset: Click to reset the queue agent calls and wallboard statistics or set a periodic schedule for automatic reset. For example, a support team has one queue for normal support calls and another queue for VIP customers, so even though serviced by the same agents, calls from the VIP queue get priority. Priority Queue: Prioritizes calls from this queue over calls from other queues the agent/extension is a member of. Maximum Callers in Queue: When this number is reached, calls are routed according to the settings in the "Destination if no answer" section. Wrap-Up Time: Gives the agent the specified time in seconds to enter notes into the call record after taking a call. Set the "Callback mode" to be requested by the caller by pressing "2", or to be offered when the queue timeout is reached.
You need to specify the "Callback Outbound Prefix" to trigger an outbound rule to make the call. These features include:Ĭallback: Enables callers to hang up and get a callback.
Call queue 3cx pro#
Queues have advanced call center features with the PRO license of 3CX. If all agents are busy, calls are kept waiting until an agent is available. Here’s a comparison of Call Queues vs Ring Groups in 3CX, along with the benefits of both: Call QueuesĪ call queue is a feature that places incoming calls in a waiting line until an agent is available to answer the call. Both features can help improve the customer experience and increase agent efficiency, making them valuable tools for any business that relies on phone communication. Call queues are ideal for businesses with multiple agents who need to handle a high volume of incoming calls efficiently, while ring groups are better suited for smaller businesses or teams where all team members are responsible for answering calls. Overall, the choice between using a call queue or a ring group in 3CX will depend on the specific needs of your organization. Modified on: Tue, 21 Mar, 2023 at 2:35 PM Solution home Training and Quickstart Guides 3CX Call Flow Features Call Queues vs Ring Groups in 3CX
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