Queue Buster

Manage voice queues by choosing to retain position in queue or use a dynamic call back list

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Retain Queue Position

Opting for the 'Retain Position in Queue' feature ensures the customer retains their position in the queue. When a call reaches the front of the queue, the callback request is directed to the next available agent.

Enhanced Setup Options

Users have the ability to customise all voice prompts and set up a call queuing system that offers customers the choice of receiving a callback. Customers can confirm their CLI or give an alternative number, with IVR validation and control.

Callback List

Selecting the 'Callback' option adds customer calls to a dynamic list of callback requests. This allows you to hold off until a specified number of agents are available to handle callbacks or assign agents specifically to manage callbacks.

Callback Presentation

Once an agent becomes free, callback requests are presented to them. Upon acceptance, the call is routed to the customer's provided phone number. Custom rules can be established to handle scenarios such as busy tones, unanswered calls, and voicemails.

Live Performance Metrics

Statistics provide insights into the number of customers waiting for callbacks, agent availability, and KPIs for all callback requests.

On-Demand Analytics

Comprehensive reporting features offer detailed statistics across various campaigns, teams, and agents. Reports are accessible online and can be downloaded in PDF or CSV format. Additionally, they can be scheduled for delivery on a daily, weekly, or monthly basis.