ATo set up the maximum ring time for each agent.

Calls answered within this threshold to satisfy the SLA.

This metric will help to distinguish the types of hang-ups when the incoming calls enter the queue.

• If the Caller hangs up before the Threshold, the call is identified as Short Abandoned Call.
• If the Caller hangs up after the Threshold, the call is identified as Long Abandoned Call.

It will be reflected on the Dashboard.

• Calls are distributed evenly among the team.
• The queue has multiple agents and incoming calls will route to them sequentially.
• Just add agents in the order that you want them to ring. When a call comes in, each agent is rung in order, one after another.
• However, the last agent used is remembered. The next call received rings the next agent in the list.

• The incoming call will be assigned to the agent with the highest proficiency.
• For example:
  • Agents 116, 150, and 110 have proficiency 1, 3, and 2, respectively. 
  • The incoming call will be assigned as this order 150 > 110 > 116.

When there is an incoming call to the Call Center:

• The first time, the system will round-robin among the available agent to assign the call.
• The second time onwards, the call will be transferred to the last assigned agent.
  • The times the call attempts the assigned agents are based on the [Number of dial to agent times] set (the total number of times the system will try to connect with the assigned agent).
  • If, after X times, the agent misses the call or is unavailable to answer, the system will round-robin among the available agents to assign the call. 
  • Moreover, if the caller does not want to wait, they have the option to Leave a voicemail or Trigger a callback.

• ON = Allows to display the Note field in the popup for the agent taking notes once the call is completed.
• OFF = Does not allow to display the Note field in the popup for the agent taking notes once the call is completed.

• When dialing
• After pickup
   

Example:

• A popup appears on the agent's screen during a call with the following information:
• UUID: the unique id of the call
• Queue: queue name
• Status of the call (connecting, talking, ended)
• Customer info
• Answer script
• Disposition codes
• Customer Fields

Note:
You can define where to show the pop-up in the Wallboard portal or the Bizphone Desktop app.

• This is the initial welcome message that shows with the incoming calls popup
• Agents can follow this message to greet and answer customer questions.