LD Admin - Queues

On the Inbound tab (1), you'll first find the Channels (2) tab.
Here you'll find a complete overview of all the different inbound channels that you have available including their details.

3) Channel types: 

  • Phone numbers - allowing customers to call you on your LeadDesk account.
  • Email queues - allowing customers to e-mail you.
  • Chat channel - allowing for direct chat via a website.

4) Source:

  • Phone number - the digit for the phone number that your customers can reach you on.
  • Email queue - the e-mail address that your customers can reach you on.
  • Chat channel - the name of the chat provider that you can use for chat.

5) Name - the name you choose for this channel; this can be done via the edit icon at the end of the row (8).

6) Campaign - this tells you which campaign the channel is attached to.
More than one channel can be attached to the same campaign. Every channel should be attached to a campaign for you to be able to register activities from your agents and customers.
To edit the campaign attached, either click the current name and change it from the pop-up option list, or use the edit icon (8).

7) Priority - from the channel settings (8) you can set the priority of the channel, where you can determine which channel should be dealt with first by your active agents.

 

 

Channel settings - inbound phone numbers
Queue settings
1) Queue is active - this checkbox allows you to enable/disable the queue from working. If disabled, the caller will hear a disconnected recording.

2) Queue's number - this is the phone number used for the inbound channel (not editable).

3) Name - allows you to name this specific channel.

4) Priority - allows you to indicate the priority for this channel. If two calls come in via different channels, the one with the higher priority will be transferred to the available agent first (1 being the highest priority).

5) Campaign - the campaign attached to this inbound channel. This allows you to coordinate where the calls are registered. The contact list(s) attached to the campaign will be where new contacts get saved. If you have more than one contact list attached to the campaign, the agent will be prompted with a request to choose the contact list in which the contact card should be saved.

6) Join announcement - this recording will be played to the caller once (s)he joins the queue.

7) Periodic announcement (frequency) - this recording will be played after the join announcement and repeated (endlessly) after the entered time frequency until the call is picked up, diverted or dropped.

8) Queue's time-out - you can decide that after a certain time interval, the call should be dropped or diverted from the queue.
Diverting can be done towards another phonenumber via the "if timeout is reached" dropdown (to be requested from Support).
If no divert is selected, the call will be dropped after the time-out. Before this is done, you can use the "if timeout is reached" to first play a recording to let the caller know what is about to happen.

9) When there are no agents available to answer to calls from queue - you can choose to drop, divert or do nothing if there are no agents available to take a call.

10) Maximum ringing time for a single agent - the time that a call is visible/available to an agent when a call comes in. After this time period the call is send to the next available agent. When the agent does not pick up a call, there is a 15 second block on that agent to receive the same call.
If an agent misses a call, that agent is moved to the Away tab in the agent interface. This is done to make sure that your queue is as accessible as possible. 

11) Missed calls allowed - this allows you to set a maximum amount of missed calls for your agent. If your agent hits this amount of missed calls, (s)he will be banned from the queue and will need to log out of the system and back in to be able to continue working. 

12) Agent needs to have these skills to be able to serve this queue - this indicates the skills that have been made a mandatory requirement by the admin for an agent to start receiving calls in the queue.

13) Agents who are able to serve this queue - a full overview of all agents (online and offline) who are able to take calls from this queue, based on the assigned skills.

14) Edit skills and agents - here you can change the skills required for the queue and allocate agents accordingly. Please visit this section to review how.

Please note that without the skills shown here, your agent will not be offered an incoming call, regardless of being available.

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Queue's business hours
This overview allows you to choose per day at what time the channel should be available.
By clicking inside the menu, you can create a blue bar (1) indicating that the queue is open. The two lines at the bottom of the bar allow you to expand the time interval. You can make more than one bar per day, for instance to create breaks for your agents.
If the queue is closed you can redirect the calls (2) accordingly. 

SLA
This option is meant for reporting purposes, where you can indicate (1) your desired answer percentage and the time a call should be in queue. The reporting will compare your SLA to the time calls have been in the queue.

Callbacks
When your agents are unable to answer a cal you can use the checkbox to automatically create a callback in a certain agent group (2) with a standard comment (this should be something that allows the agent to easily recognize the type of callback for what it is). The callback is registered if the caller has been on the queue longer than the set time limit and hangs up the phone - the callback is registered after the caller disconnects.

Don't forget to save your changes after you're done.

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