Each contact centre team can be configured to handle a number of simultaneous calls (up to 99). For example, a team of 10 agents can be set to handle 10 concurrent calls before subsequent callers are queued.
This ensures that contact centre teams can operate efficiently to minimise any queuing time for callers alongside available agents.
Changes to this can be requested through the TeleWare Service Desk.
This setting can be changed by an IVR Administrator. If you would like to receive training on IVR administration, contact your account manager or service provider
Product Video:
This video shows you how to create a team within Contact Centre, creating a team 'Queue Profile', 'Queue Schedule' and attaching a 'Queue Block' within the IVR Application Manager.
Note:
Although the contact centre teams are created first within Contact Centre. For the inbound calling feature a queue/schedule profile and queue block needs to be created within the IVR Application Manager. As a Contact Centre user you may not have access to this administration product. Contact your service provider, or administrator for further information regarding access.
Related posts:
Administration-IVR| currently under development.
Teams| how-do-i-create-a-team
Teams| how-do-i-configure-my-team
Teams| how-do-i-add-agents-to-my-teams
Teams| how-do-i-remove-agents-from-my-team
Teams| how-do-i-edit-change-my-teams
Teams| what-is-a-sequential-hunting-team
Cloud Contact Centre Fun Quiz:
Why not try this fun quiz to test your knowledge, there is no pass or fail, it's just for fun and you will get a certificate if you achieve 80% or more.
Whether you get the question right or wrong, you can follow the links to FAQs and videos which will provide further information.
You can then have another go to improve your knowledge and score.
Try the quiz here|
