Expected Wait Time Sampling; Priority Promotion - Altigen AltiContact Manager Version 5.0A Administration Manual

Queue Management
• Callback Interview—the System will record the caller's Caller ID
and will prompt the caller to record a message into the voice mail box
of the workgroup. With a third party application, the system can notify
workgroup agents of the waiting voice mail. (For more detail on this
option, refer to the Callback Interview section below.)
Note: This option is only available to external callers.
Callback Interview Option
Under heavy call traffic conditions, the Callback Interview feature (a
queue quit option) is useful in helping improve service quality for
customers calling into the call center.
Typically, when a customer calls into a workgroup, if no agents are
available, the caller usually waits in queue until an agent is able to take the
call. If the caller hangs up while waiting in queue, the agent is unaware of
this.
When Callback Interview is enabled as a queue quit option, the caller can
press # when waiting in queue. The system will then 1) prompt the caller to
enter a callback number (if caller ID is unavailable); then 2) prompt the
caller to record a message.
The system saves the message as a voice mail, which is delivered to the
workgroup voice mail box. With a third party application, the system can
also notify workgroup agents of the waiting voice mail.

Expected Wait Time Sampling

This field displays the components used for calculating a queue's expected
wait time. Initial Expected Wait Time represents the initial wait time in
queue. Initial Sample Call Count represents the initial sample call count
used in the Expected Wait Time calculation. Use the up/down arrows to
increase/decrease the seconds for each component.

Priority Promotion

For systems with multiple workgroups, a priority promotion can be applied
to a workgroup. When the check box is enabled, this feature increases the
priority of workgroups' queue calls according to a specified time interval
(every X seconds in queue will increase priority by 1).
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