In a previous post I discussed the importance of having a mission statement to get everyone involved towards a common goal and to have team members singing the same tune. We become what we behold, and looking at positive messages such as this one can be a helpful tool.Ĥ. An FAQ guide with a copy of the script, important notes and product information Much has been said about the power of suggestion, and how repetition and constant exposure creates habits. The printout of Top 10 Customer Service Skills Besides, having that handset on one ear for hours can be debilitating, and could easily affect one’s physical state to do the job efficiently.ģ. Related to the fulfillment of the basic task of note-taking is having both hands free to do just that. ![]() Listening is an essential skill for contact center agents, but equally important is the ability to take down meaningful notes should there be a need for a follow up or an appropriate referral for proper resolution. Every call center agent should have a notepad and a working pen/pencil. Here are the Top Five: 1. Notepad and pen When it comes to call center agents, what would count as bare minimum tools for them to carry out their tasks effectively? Sounds simple enough, doesn’t it? In this day and age of connectivity, and even at the pace at which technology seems to make our work easier and faster, some essentials don’t change. We shape our tools, and thereafter our tools shape us.”Ī hammer to a nail, a wrench to a bolt, the proper tool for the job. This will mean that the “VIP” queue will get only a 5min head start on the regular queue.“We become what we behold. In this case, set the “time base score - seconds” of the “VIP” queue to be 300 (5 min). For example, if Caller 1 is waiting for an agent more than 5 minutes, their call should be equal in priority to Caller 2. This will allow the “VIP” queue to be answered first.Įxample 2: Similar to the example above, you may want to prioritize one queue over another however you may want a threshold at which the two then become equal. By setting the “time base score - seconds” you can tell Freeswitch that Caller 2 has “waited” longer that Caller 1 even if it isn’t true. Freeswitch will deliver the call that has the longest “time base score” to the agent. Caller 2 however has entered the “VIP” call center queue. This can be used to prioritize one call center queue over another.Įxample 1: You may have two calls come into the system. If you populate the field with a number then the time base score will be set in the dialplan when entering the call center. This field is left blank by default which means the option will not be added to the XML Dialplan. Busy Delay Time: If the agent is on Do Not Disturb, wait this defined time before trying him again.Reject Delay Time: If an agent rejects a call manually then this is the time to wait before a call is offered to them.Wrap Up Time: The amount of time between calls the agent will be allocated.If set to 2, the agent will have two attempts to answer the call For example, when set to 1, if the agent does not answer within the first Call Timeout, they will not get another chance to answer the call. Max No Answer: Max attempts to call the agent.No Answer Delay Time: The time the system will wait to attempt a call to the agent again if they did not answer within the Call Timeout.Status: The default status that the agent in the call center.Contact: A dropdown to select which extension should be used to contact the agent.This is not used if you have added agent_authorized=true to the dialplan for *22 Agent Password: A password to log the agent into the call center. ![]() Agent ID: An ID that can be used to log the agent in and out of the call center. ![]() Username: Associate a system user with this call center agent.Call Timeout: Time to ring the agent before deeming them unavailable.uuid-standby will try to directly bridge the call using the agent uuid callback will try to reach the agent via the contact fields value. Type: 2 types supported, callback and uuid-standby.When adding agents to the Call Center, this is what you will see to describe the agent
0 Comments
Leave a Reply. |