Voice Setting in Queue
Updated
Voice Settings determine how voice calls are handled in this queue, including which After Call Work (ACW) opens after a call, color-based Average Handling Time (AHT) breach indicators, and call behaviours such as retrying unanswered calls or agent answer timeout. Callback pacing Ratio is an outbound parameter governing how many calls can be dialled by an available agent in the queue.
Note: The SLA configuration is now done on the Backup Eligibility Parameters screen.
SLA % = (Number of Calls that got assigned to agent within SLA target time)/ (Total number of Calls in Queue)
SLA Target Time | The time after which a pending/unassigned call in the queue will breach the SLA |
SLA Calculation Duration | If this is set as T minutes, then SLA for the queue gets calculated for cases arriving in the last T minutes. For example, if this field is set at 5 minutes, then the SLA for the queues gets calculated for cases arriving in the last 5 minutes. |
Target % SLA | If the SLA% is less than the target, then this queue will not be eligible as a backup queue to other Work Queues |
Average Handling Time (AHT) Configuration
Average Handeling Time (AHT) is the time since the customer call is picked up by an agent. The basic use case of AHT configuration is to change the call controls widgets colour depending on the amount of time that the agent has spent working on the case, as per your setting of value inside the configuration. This provides a visual indicator to the agent that the SLA is about to breach.
For setting up this config you first need to enable the checkbox adjacent to AHT config. For more detailed use cases of AHT configuration, refer to this article.
Call Answering Settings
In this, users can define the number of times a voice call should be considered to assign to an agent.
Field | Description |
Total Retries with all users | This means how many times should the routing algorithm try to assign a call to the agents of the work queue. One by one, the call popup will appear for each agent in the queue till any agent picks up the call or the customer disconnects. Once the total number of call popup reaches the Total Retries, the call is sent back to the IVR in Agent Busy path and is handled based on the logic defined in that path. |
Maximum retries with one user | This is maximum number of time a call should be tried to assign to one agent. Typically when only one agent is free in the queue and other agents are working on other calls, the call is retried to the same user. If the field value = n, then system will try to assign the call a maximum of n+1 times to a user. So, the call popup on an agent screen will appear a mximum of n+1 times for a particular call. |
Call Answering Timeout | Here we can define how long a call should wait for an agent before it gets accepted. The call popup on the agent screen will be displayed upto call answering timeout, after which the popup will disappear and the routing algorithm will try to assign the call to the next agent. |
Callback Pacing Ratio | The number of callbacks that an available agent can dial simultaneously. This value is configured at the queue level under Voice Settings and is represented as an integer greater than or equal to 1. A value of 1 maintains the default behaviour (1:1 mapping between agent and callback), while higher values enable parallel callback dialling to improve callback throughput and agent utilisation. |
After Call Work
Upon enabling "Use Voice" checkbox, you will get an option of "Use ACW". After Call Work (ACW) is a questionnaire that agents are expected to fill after handling a call. Unified Routing allows us to set customised ACWs for agent based on work channel or skills tagged with the calls. This is applicable to the agents who are getting calls from this work queue.
Custom ACW:
You can also trigger a specific ACW according to the type of call. For example - for a call related to Bank issue, we can enable a specific form to be filled by the agent.
You can add the criteria, i.e., from Skill, Work Message Type, Work Social Network, Work Type, and Case Custom Properties, when the custom ACW should be opened. Example - Here we tag cases related to Credit Card issue with the skill "Credit Card". For such cases, we do not want to open ACME Retail form, but ACME Bank instead.
You can add multiple Custom ACWs as per requirements.
Default ACW :
Select default ACW from the dropdown. This will be triggered if there isn’t any custom ACW or none of the available custom ACW Filters are matched.
