UK and IrelandQueues
Queues
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Average Delay of Delayed Calls
This is the average delay or wait time of all calls that have been delayed or have queued. … View
Blocked Calls
Blocked calls can be the result of back busy or ACD configuration. With regard to the latter, ACDs can be configured to block calls when a cert… View
Call Peaks
Call peaks are high levels of inbound calls, which are above the normal or average. Peaks can be both, forcasted and unexpected. Peaks are … View
Conditional Routing
Conditional routing is the term used to route calls to and from different agent groups. This can also be described as 'overflow' of cal… View
Customer Flow Management (CFM)
CFM refers to the flow of walk-in traffic. Some customer service centres handle both face to face and telephone contact, particularly, lo… View
Customer Service - or lack of It (case study)
I would like to share with you an experience I "suffered" recently which brings out many of the points we often hear about call centres.&… View
Delay Announcements
Delay announcements are recorded messages which informs callers of the delay. Some systems can advice where the call is held in the queue by nu… View
Delayed Calls
A call is delayed when there are no agents avaialble to answer it and it is therefore placed in a call queue. … View
Incoming Call Dimensions
Here are some of the key dimensions of an incoming call Call >> Network … View
Longest Delay
The longest delay is the call that has waited the longest in the queue whether answered or not in any time period. The longest delay should be … View
Queue
A queue in the everyday sense means to form a line and wait for attention. This is not disimilar in a contact centre where calls are held in a … View
Queue Busting Technology
When calls reach an unacceptable level in the queue, there are any number of manual interventions which can be made. Many call centres adopt the ap… View
Queue Time
Queue time refers to the delay time of a call in a queue. … View
Queues - Physical & Logical
When a call queues it generally waits for the next available agent. However, a call can queue physically or logically dependent on the number… View
Ring Time
Ring time refers to the time from dialing to being answered. It also refers to the time the ACD allocates the call to the logest waiting a… View
Visible Queue
A queue in the everyday sense means to form a line and wait for attention. This is not disimilar in a contact centre where calls are held in a … View