CallPilot 4.0 Symposium 5.0 upgrade - Queuing question 3

[TPhoneD]

We will be upgrading to CP 4.0 and SCCS 5.0 - this site only has appx. 7 agents. With CP 4.0 it states you can play estimated wait time to the calles in queue. My question is if we only have 7 agents will the wait time be accurate?

Thanks in advance.

 

[lretrievers]

Estimated wait time is calculated by the average talk time per call, the number of agents logged in, and the number of calls waiting. If your calls are the same average talk time for each call, it may be accurate. This feature works much better in a large call center where the average talk time per call is the same.

 

[sandyml]

I agree with lretrievers.

Also, consider whether you have enough ports to dedicate to this function. This type of announcement was possible with Symposium 4.2-CallPilot 2.0, and from the beginning with Symposium & Meridian Mail. But it does require dedicated ports (they cannot be used for regular voicemail, and they will be in a separate queue).

If you do have ports to spare, though, you might consider using either the position in queue or a general statement (your expected wait time is less than x, or we are currently experiencing extended wait times/high call volume).

 

[esteede]

With the small number of agents, the estimated waiting time will not be accurate and therefore can end up having a negative effect on customer service. Depending on wait times, abandon rate, call volumn etc, a solution which offers callback opportunity while maintaining the customer position in the queue may be more effective.

Ed

 

[TPhoneD]

Thanks everyone - this information was really helpful.