#CALL QUEUE 3CX PRO#

Queue Statistics Reset: Click to reset the queue agent calls and wallboard statistics or set a periodic schedule for automatic reset. For example, a support team has one queue for normal support calls and another queue for VIP customers, so even though serviced by the same agents, calls from the VIP queue get priority. Priority Queue: Prioritizes calls from this queue over calls from other queues the agent/extension is a member of. Maximum Callers in Queue: When this number is reached, calls are routed according to the settings in the 'Destination if no answer' section. Wrap-Up Time: Gives the agent the specified time in seconds to enter notes into the call record after taking a call. Set the 'Callback mode' to be requested by the caller by pressing '2', or to be offered when the queue timeout is reached. You need to specify the 'Callback Outbound Prefix' to trigger an outbound rule to make the call. These features include:Ĭallback: Enables callers to hang up and get a callback.

#CALL QUEUE 3CX PRO#

Queues have advanced call center features with the PRO license of 3CX. If all agents are busy, calls are kept waiting until an agent is available. Here’s a comparison of Call Queues vs Ring Groups in 3CX, along with the benefits of both: Call QueuesĪ call queue is a feature that places incoming calls in a waiting line until an agent is available to answer the call. Both features can help improve the customer experience and increase agent efficiency, making them valuable tools for any business that relies on phone communication. Call queues are ideal for businesses with multiple agents who need to handle a high volume of incoming calls efficiently, while ring groups are better suited for smaller businesses or teams where all team members are responsible for answering calls. Overall, the choice between using a call queue or a ring group in 3CX will depend on the specific needs of your organization. Modified on: Tue, 21 Mar, 2023 at 2:35 PM Make the right call for your telecoms communication solutions and choose NCI Technologies.Solution home Training and Quickstart Guides 3CX Call Flow Features Call Queues vs Ring Groups in 3CX Utilising 3CX call queues and their supporting features has helped us to maintain our exceptional service promise and provide data to improve our employee training.įor more information on how 3CX can boost your business productivity and improve customer service visit our dedicated 3CX page or contact our friendly sales team. The Wallboard shows Real Time Queue statistics that are of utmost importance to operators and supervisors. Pictured: The 3CX Wallboard is a web based utility integrated with the 3CX Web Client.

Ability to choose from the following call strategies:.

Clearly see which staff members are on the phone and to which company or phone number.

All are easily viewed on a wall board display monitor in the office.

Real time call statistics (calls taken, abandoned, average wait time, longest wait time and average talk time.

Queue manager receives notifications when a call has breached our service level agreement.Staff can have a wrap up time to complete the admin to close down a support call before their line rings again.

Improved customer service by screening calls with listen in, whisper and barge features.

Ability to see if a customer dropped out of the queue and can call them back.

Customers can opt to be called back when they reach the top of the queue.

This enables us to take more calls than we can handle at any one time saving the need to employ additional staff.Ĭhoosing to deploy 3CX has allowed us to benefit from the following call queue features: Even using perfectly chosen on hold music and customer messages as part of a call queue strategy has been shown to increase caller retention by up to 98%.ģCX call queues enable NCI Technologies to distribute incoming calls to specific resources within our business such as finance, sales, marketing or technical, allowing us to hold calls until a staff member becomes available. Although some may not think much of call queues, when used correctly they can really add value to your business helping to improve customer service by ensuring you never miss a call. Here at NCI Technologies we implement a call queue strategy using, you guessed it, our number one telecoms solution 3CX. Improve Customer Service Satisfaction with 3CX Call QueuesĪre you looking for ways to improve customer inbound call satisfaction? Look no further.

Call queue 3cx