Managing Queue Calls with the Switchboard (Windows)
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In large organizations, companies with many departments, in a customer service center having the ability to queue calls may save the day. When a call is received it can be forwarded to a group of extensions. The participants of that queue will answer the calls in order. Customer satisfaction and overall productivity depends on whether you are able to handle those calls and avoid long waiting times or call failure. With the “Switchboard” feature of the 3CX client for Windows, you can easily manage your queue calls in real time, according to your rights from the Q-Manager screen.
Important note: An agent must be logged in the queue to be able to receive and manage calls within the queue. This can be done by pressing the “Q” button on the notifications bar. The letter will turn white once the agent is logged in.
Managing a call
When you have an incoming queue call you will see the call in the active calls list and in the selected queue call list.
You can also see which agents are online for each queue along with their status and statistics such as calls answered, last log in/out and total talk time. Depending on your rights you will be able to handle their extension by right clicking on it and selecting, among other options, “Log out from queue” or “Login to queue”.
You can also see overall statistics for all your queues such as calls in waiting, serviced or abandoned, longest and average waiting time, and average talking.
Once the call has been answered, you can drag and drop the call or right click on it to:
- Transfer the call to a particular extension.
- Drop it.
- Record it for later use.
According to the rights set by your administrator you may have more or less options to handle a call.
- Using Presence/Status – What is the Presence Function, how to set it and use it.
- Switchboard – What is the Switchboard and how to use it.
- The Receptionist View – What is it and how to manage incoming calls.