Smart Realtime Queue Management

The possibility to manage Queues in realtime, with the aim of minimize the waiting times, is fundamental to improve the customer satisfaction. Sometimes calls don’t arrive as predicted and the Supervisor needs a way to add immediately new Agents in a specific Queue, to avoid the increase of hold times, which can be really annoying and frustrating for the customer. In the XCALLY Realtime section, the Supervisors can dynamically set temporary Agent-Queue associations, according to the Contact Center urgency needs, to manage better the distribution of the logged Agents in the active Queues. The real time Agent-Queue association is: – immediate: the Agents don’t need to perform a new login. – temporary: when the Agents log out, the association will be deleted. In this way the static configuration (set in the xCALLY Queues section) won’t change. Supervisor can easily add the Agent on a new Queue in two steps: Clicking on the Join Queue(s) button, related to the Agent of interest Selecting from the list the Queues on which he wants to add the Agent   Please do not hesitate to contact our passionate Team for more information!    ...

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Scaling up with xCALLY

Using xCALLY with external real time database on different servers It’s now possibile to scale your xCALLY deployments choosing separate server instances dedicated to your xCALLY Data Bases, connecting them to the xCALLY Asterisk realtime architecture, so to increase performances and reliability: please do not hesitate to contact us to know more about it!...

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