11/7/2023 0 Comments Jive call queueA queue presents a world-class image to your customers, and it can be invaluable for managing large call volumes. For more information visit jive.Unlimited call queues are always included with Jive service, because we know it’s such a powerful feature. Jive call queues are a powerful tool that can enhance your customer’s experience and increase overall efficiency. Finally, go to Recording and make sure call recording is enabled. If your voicemail box has previously been added as a step on the Dial Plan, simply connect the queue. Then go to Caller Settings and input 120 seconds for “Position Announcement Frequency,” and 30 seconds for “Position Announcement Rounding.” Click the box to remove callers when the queue has no logged agents.Go to Agent Settings and select Round Robin under “Ring Strategy,” and then check the box marked “Report Caller Hold Time.”.Create the queue under “Extensions” and give it a name and number.So how might you execute this plan? By following the simple steps below:Ĭlick on the screenshots to see the full-size image. Lastly, you also want to enable call recording so you can monitor your sales representatives’ conversations. If there are no agents available, you want to bump callers so they will skip ahead to your voicemail box. As for the callers, they’ll hear a message about their wait time rounded to the nearest 30 seconds, and that message should play every 2 minutes. You also want to make sure that your reps know how long the customer has been waiting so they can be prepared. Say you’re the sales manager of a team with 10 perpetually hungry representatives, and you want them to log in and out of a queue that fairly distributes incoming sales leads. To illustrate the expansive possibilities of this tool, let’s go through a quick use case scenario. Watch this video for a demonstration of logging in and out: Use-Case: Sales Team Call Queue The agent will hear a short message to let them know if they’re in or out of the queue. Once the queue is setup, you can have your agents log in and out by pressing *13 followed by the call queue extension. The Recording tab will enable call recording for conversations from the queue. This is where you decide which messages will play, how often a customer hears these messages, and what hold music will help to soothe nerves. Under Caller Settings, you can adjust what the caller experiences on his or her end.
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