One-X Portal Questions 1

[Foxtrotter]

Is there any simple ways to give our call agents the ability to see if there are calls in the queue? They were using phone manager pro to see separate queues so they would know when a call was waiting in queue and what queue it was in. We have a English speaking sales queue,a Spanish speaking sales queue and an operators queue and the agents being able to see those queues is important to them. One-X Portal has removed the queue monitor functionality so what options do I have for them to be able to see these queues?

Thanks!

 

[Gunnaro]

You can tell them the good news, One-X Portal now has a nice Queue Status, much like the old one in PMP

Kind regards

Gunnar
______________________________________
Mille viae ducunt homines per saecula Romam

 

[Foxtrotter]

Thank you Gunnar. That is great news.

 

[Gunnaro]

Great!

Actually I meant to say 'much like SoftConsole', it shows queue time too!

Kind regards

Gunnar
______________________________________
Mille viae ducunt homines per saecula Romam

 

[Qzwsa]

Dead easy way is a button on the phone for the group. It will flash if there are calls waiting in queue, and users can just press the button to take the call waiting the longest without needing to log in.

Qz

 

[Gunnaro]

Your button tell how many currently queuing up and the time spent waiting?
This is actually info many agents find very useful in their daily work.

Kind regards

Gunnar
______________________________________
Mille viae ducunt homines per saecula Romam

 

[Foxtrotter]

Buttons may be easy but our problem with the button is that we have the 5410 series phones with the LCD display. On these, there isn't a light just a little arrow showing up. Unless the operator is staring at the phone all the time they didn't notice it and as Gunnar noted, you can't tell much about how many calls are there in order to know if our backup operators need to jump in the queue or not. They much preferred using phone manager with the queue screen sized just right on one part of their screen and their application using the rest of the screen so it was very noticeable.