Reducing the time delay between decline/unanswered call and next available agent.
ConcluídaI would like to be able to reduce the time a customer is left waiting if a call is unanswered or declined and then being connected to the next available agent. I have been informed this is a default of 30 seconds. Surely if there is an available agent (not in wrap up) the call should immediately go to them.
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Comentário oficial
Configuring the Call offering time was something that was announced back in June among further updates. This announcement may be found here. Specifically this feature is part of the Talk Enterprise plan
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Hi Timothy,
We have something in our plans for this and have something at the moment in an Alpha stage. I see you have a ticket related to this. I'll followup with you in the ticket
Neil
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I'd love to be able to get something on this as well, willing to test Alpha products!
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As a BPO we have a number of clients whose SLA is to answer 80% of calls in 30 seconds or less. When ring time is hard set to 30 seconds per agent it leaves us little room for error if we want to get to those calls on time. We'd like the ability to set the time to be less than 30 seconds.
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Being able to amend this to less than 30 seconds would be a great addition.
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Any news on this Neil?
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I am curious if there has been any updates here. Specifically with declined calls that have gone back into the queue.
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30 seconds is too long for the caller to be on hold. As there is no cell-phone application, calls in the browser are not always noticed. Customers get frustrated.
Please change the value.
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Neil Weldon the provided Link does not work. I'd love to find this announcement to learn about the feature!
Kind regards
Oliver -
Hi Oliver Tietze You can review the product documentation under "Call Offering Time Limit"
Regards,
Neil
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