Delay Announcements; Management Information System (Mis) Reporting - Comdial DXP Plus Manual

GCA70-271

Delay Announcements

Delay announcements are important money-saving features that help keep the queue working in an
efficient manner. Since telephone traffic is random, there will be occasional bursts of calls to any ACD.
Such sporadic increases in volume may force callers to wait for connection longer than they would like.
By recording delay announcements (such as, Hello you have reached XYZ Company. All of our operators
are busy at the moment, but please hold and our next available operator will be with you momentarily.)
you assure the callers they are important and that their call will be answered in sequence, and that they
should wait and not hang up. Without this announcement most people will hang up after five or six rings.
Note: Be creative with your messages, provide important information, advertise special
promotions, and in general, keep your customers entertained and informed while they are
waiting.

Management Information System (MIS) Reporting

The QuickQ system provides both real time and historical statistical information on the performance of
the call center (Agent or line activity).
•
Real-time screens are shown for System Managers and for Groups in Section 5 under the heading
Selecting The Real Time Report.
•
Historical information is described in details in Section 5 under the heading Selecting Historical
Reports.
Introducing The QuickQ System
Introducing The QuickQ System 1-5