Call queue notifications
We would like an option we can set to send notifications to users logged in when there are calls in queue as well as notifications when a call has reached a certain time in queue. Agents are busy dialing at times and since they are constantly dialing w/o having direct view on the call queue they do not see that there is a call in queue and they continue to outbound dial causing an abandoned call. This would be on the CX dialing.
4
votes
Rafayluis
shared this idea
-
Veronica
commented
Adding this feature to CX licensing will keep agents mindful of call duration while improving caller access to live agents, reducing unnecessary time on calls, long holds, and direct routing to voicemail.