Music on Hold for Business: Music, Messages and Queue Announcements
How music on hold works on an IP PBX: MOH categories, on hold messages, queue announcements, using music legally and audio quality…
Blog
Tag: Call queue
Inbound vs Outbound Call Centre: Differences, Tools and Measures
Inbound vs outbound call centres compared: what each does, the tools and KPIs each needs, blended teams, and how to do outbound…
Call Centre Agent Status Codes: States, Aux and Break Codes
Agent states explained: available, on call, wrap-up, break, paused and offline, with break reasons, auto closure and fair reporting on agent time.
Skill Based Routing: Match Every Caller to the Right Agent
How skill based routing works, building a skills matrix for languages and products, and setting it up in Voxdial with inbound groups…
Erlang C Call Centre Staffing: How Many Agents Do You Need?
Use Erlang C to work out how many call centre agents you need: inputs, a worked example of 120 calls and 4…
How to Set Up a Call Centre in India: A Step-by-Step Guide
How to set up a call centre in India: define goals, size seats for peak hour, pick SIP or PRI lines, choose…
Call Centre Shift Scheduling: Build a Roster That Meets Demand
How to build a call centre roster: forecast calls by interval, convert to agents with Erlang C, add shrinkage, stagger shifts, place…
Call Centre Service Level: 80/20 Formula and How to Set Targets
What call centre service level means, four ways to count abandoned calls, a worked example, service level vs ASA and abandon rate,…
Average Speed of Answer (ASA): Formula, Targets and Fixes
How to calculate average speed of answer, why the average hides long waits, how to set an ASA target by line type…
Call Queue Management: Priorities, Wait Times and What Callers Hear
How call queues work in a call centre: agent priorities, wait limits, timed call actions while callers wait, screen pop and dispositions.