Queue Management

Supervisors and managers are able define queue groups and view queue status in real-time with Delta On-Call. A graphical perspective of contact groups with drill-down to individual agents delivers an instant overview of an entire agent pool regardless of their physical location with an ability to focus in on specific call handling situations. 

Delta On-Call provides supervisors with an ability to customize queues based on call profiles. Queue parameters can include a wide range of thresholds such as queue size, average time to answer, and current readiness state of the agent pool.   Supervisors can customize a graphical dashboard to monitor a range of real-time and historical call handling and agent information. Features and benefits include:

• Real-Time – View the current state of all queues to evaluate hold times, handle rates and agent readiness. Obtain an instant overview of all agent queues or review targeted groups. Drill-Down – Reveal performance indicators by reviewing call statistics at the individual agent level. Agent readiness and handle times in addition to queue volume provide insight into reasons behind changes in call handling performance.
• Dashboard – Configure a graphical dashboard with views important to each supervisor. Performance indicators range from high level reporting to monitoring call volumes for individual agents.
• Warnings – Configure hold parameters and other statistics within a queue to trigger an alarm when a specified threshold has been exceeded. Alarms will flash on-screen when thresholds have exceeded defined levels.
• Queue Reporting – Queue groups created will automatically be available within the On-Call reporting engine. Managers can easily obtain reports about queue statistics on a group or individual agent level for analysis.
• Auto Re-Queue – Automatically transfer a caller to another queue group if hold time has exceeded a specified limit.
• Messaging – Play messages during hold time. On-Call configuration allows managers to define when pre-recorded audio files will play throughout a hold duration such as: