Most of us are aware of round-robin as an advanced call queue strategy. And if you’re not, what it does, in a nutshell, is it balances the routing of incoming calls so that each call agent gets the same number of calls from the queue. This ensures that all agents get an equal number of calls and in the case of a sales environment all agents get equal opportunities.
Modern call centers don’t just rely on calls to interact and communicate with their customers. Customers can reach you from many platforms; social media, website live chat, emails and so on. What happens then? How can you ensure that one agent doesn’t get overworked or that all sales opportunities are distributed equally?
Enter mConnect. With mConnect you can apply the round-robin call queue strategy for your incoming email ticketing system too. Ensuring that all agents are treated fairly and equally.
Want to see how it works? Contact us to arrange a demo.
You can now generate more granular and detailed call reports based on DIDs, Call Groups and Call destinations. These reports are ideal for contact centers that have large amounts of incoming and outgoing call traffic and need to be able to break down their call data in different ways. Filter by Date Range Generate call
We’ve just released a new functionality for supervisors to rate their teams directly from a call recording. This makes it easier to provide feedback directly to a call and not having to try and explain the call in question. As you can see from the image above, a supervisor can listen to a recording from
Sometimes you need to get information fast and without too much analysis and number crunching. This is where our new PBX heatmap report comes in to play. The new heatmap allows you to discover which days and times are your busiest based on the number of concurrent calls happening during that period. For example, in
