Site Builder: Call Queuing

• Least occupied agent: calls will transfer to the agent with the lowest number of total minutes.
• Most idle: calls will transfer to the agent that has been waiting the longest for their next call.
• Round robin: calls are distributed evenly and in order between available agents.
• In order: calls will always try transferring to the same agent first.

In addition to determining how to distribute calls, you can setup Angel to automatically assess information provided to the IVR and match callers to the agent with the most appropriate skills.

Management Options

Call center managers have access to a number of additional point-and-click tools for monitoring their agents' activity and tweaking the performance of their call center components.

Features

• Change the availability of your operators with check-in / check-out options.
• Setup on-hold music and promotional messages.
• Configure the amount of time callers can be in queue and how they can get out.
• Monitor average wait times and the amount of time agents have been on the line.
• Customize call screening options to gather information before calls are connected.
• Adjust speech recognition settings to optimize performance.