Simple to use Queues allow staff to simply pick up a call during non-busy times, and during those peak / busy periods the system can play a message to the callers to let them know, that all of their associates are assisting other callers. When setup properly queues are informative, easy to manage and let the caller know their placement in line. This allows every customer to get the time they deserve, while at the same time allowing the staff to handle these busy time periods.
Vaspian’s queue monitor will provide real time information that allows organizations to best manage their call volume.
- Number of calls in queue
- Status of Agent (logged in/out, available or on call)
- Average hold time
- Maximum hold time
- Abandonment rate
- Service Level