Community Forums/Community/Feature Requests
Queue/Call Management
Dana Andies
suggested this on September 28, 2010 03:15 pm
More and more companies are switching to virtual call management and flexible work hour arrangements. With a tool such as Ringio, it would be helpful if multiple administrators could be assigned to manage voicemails, callbacks and review calls taken & missed by users.
Initially, maybe simple reports could be created by user showing the calls taken for the day, calls missed, callbacks and voicemail. These are very helpful tools in not only addressing the customer demands but also in identifying trends, determining staffing and staff development. Possibly a check box could be provided besides Callbacks and Voicemails to indicate they've been responded? When clicked the user info, date & time could be captured for reporting? The check box would also let other users know quickly at a glance that the call has been handled.
Happy to discuss any possible solutions!
Dana L. Andies
Comments
Department routing is already available. However, the current configuration has a few issues:
Hypothetically, if I assign 3 users to a department and all 3 are on a call/unavailable when another call routes to the department, can Ringio place the call in Queue to drop in on the first available user?
Currently, when I configure Ringio to use Departments, then assign more than one user to the department, and a caller selects to have his call routed that department:
1. Ringio screen pops each Team Member individually, starting with the first team member, one at at time, in order, until one of the Team Member accepts the call. If no member takes the call Ringio gives the caller the option to leave a voicemail or request a call back.
There are a few problems with this process: It creates a very long hold time for the caller which is a poor experience.
1. Ringio appears to attempt to screen pop/ring team members that are not even logged into the Ringio Desktop/Mobile application before ringing members that are logged in. What is the order Ringio uses to determine when routing screen pops/calls to Team Members when a caller selects a departmental option?
2. Can't Ringio give priority to screen pop/ring Team Members that are logged in to the Desktop/Mobile application when the call comes in and move to a last option those Team Members that are not logged in?
3. Can Ringio be programmed to simultaneously ring all logged in/available Team Members so that the caller's hold time is decreased?
Ok, with Green leaf release my concern's about ringing mulitple team member was address. Now, what about the ability to put a caller on hold until a team member becomes available?