Advanced Queue Features in V20 Update 9

[Kevin Attard Compagno]

More control over wait times, routing and caller experience.​

V20 Update 9 introduces a major set of improvements to queue behaviour, designed specifically for enterprise call centers. These updates give Admins greater control over how calls are handled, how long callers wait and how queues respond under pressure. From smarter e...

Continue reading the Original Blog Post.

 

[jwronken]

Great features! Especially the new prompt options wil definitely help us keeping the customers waiting for an agent.
thanks

 

[rlg]

The new escalation options are long-awaited features, will be a massive improvement in calls management.
Many thanks for having listened to us

 

[Juan Marriott]

This is a good one!

 

[CentrexJ]

Love it, thanks Kevin! Good to have you back too (i'm late on this one).

 

[UCMUserAZ]

Awesome Enterprise Contact Center enhancement! I love how 3cx keeps pushing out these Enterprise enhancements. I know you guys/gals are never bored, but few other enterprise call center type features if you needed other ideas if not on the list yet: 1) I know you have manager Whisper, but another Whisper is to play an announcement in agent's ear before customer connection. This can be used to tell the agent language to greet caller in. 2) Ai call summary presented to agent after the call based on a template 3) While agent is talking to customer, a real-time Ai coach that is listening in and making suggestions based on defined knowledgebases or coaching information 4) With the real-time Ai coaching/listening, if a call is escalating to where a supervisor might need to listen in on or follow-up a notice gets sent to supervisor about particular call so they can monitor 5) Remote agent training; when multiple parties need to listen in on a call. Would be nice to have a way where multiple trainees/trainer could listen in on a call 6) For certain call center queues, do not allow agent to make themselves not auto-answer. Require auto-answer if available. 7) Post-call agent dispositions during wrap-up

 

[Alphabetic]

I do wish something can be done about QCB abuse..

 

[STBJun]

Great update. I would like to join to UCMUserAZ - there is unique chance to joint together AI and text to speech and dynamic change of prompts. There is unique chance to "give" right AI to manage Queue to change strategy becouse phone is not responding for somehow reason. and after all - there is unique chance to give AI focus to make report of most solved issues and give admin and manager view to callcenter data without CRM what topic is mostly asked and what strategy is from AI recommended to do/say and of coruse - there is chance to get "AI assistance for answering callers" from Knowledge base. if you want to get more ideas - call me or ask AI

 

[Richard10]

Very nice, glad to see these Q improvements. Appreciate you guys continuing to make useful changes.

 

[N_G]

Thank you all for the heads-up! @UCMUserAZ - Real time AI monitoring features are coming in future updates, its on our radar and V20 architecture was designed for that.

 

[RonaldVanhove]

Ah, those new comfort and 'no answer' prompts will be welcomed here a lot, great stuff... A nice thing would also be if we set the wrap-up time for a specific queue to f.e. 30 seconds, that the user can cancel this wrap-up time themselves to take on new calls if those seconds aren't needed at that moment.

 

[UCMUserAZ]

Thank you all for the heads-up! @UCMUserAZ - Real time AI monitoring features are coming in future updates, its on our radar and V20 architecture was designed for that.

Awesome!!!

 

[Alle CTEC]

Continue reading the Original Blog Post.

Hi, I installed the BETA update, I wanted to try the escalation options, but I can't find how to configure Cumulative Escalation.

 

[Alphabetic]

Hi, I installed the BETA update, I wanted to try the escalation options, but I can't find how to configure Cumulative Escalation.

Your polling strat needs to be skill based for the skill escalation drop down to appear.

 

[Alle CTEC]

Your polling strat needs to be skill based for the skill escalation drop down to appear.

Very Good I'm very satisfied with this release. When will it be released?

 

[perfect-touch]

I found the "cumulative escalation" option while having a convo with chatGPT. Can I just extend my thanks to the 3CX team for this option... it works perfectly and has saved me 50% of my queues to allow for "failover" after a short timeout to a secondary queue with more members which was always a bodge and irritated the primary queue users who had a brief ringing introduction during the failover to the secondary queue!

 

[N_G]

@perfect-touch - thank you for the heads-up!