Please assist in identifying the following features or is it a feature i can be assisted with to add to my call center? please peruse the list below.
| The system should be able to route the call in preference to the same agent if available (configurable definition of available) who has interacted with the customer in past (say 4 hours) |
| Is there a way we can support queuing priority. For the same service requirements, the calls of these one have higher class can be come into the special prior queue. |
| A functionality that presents the option to callers in the old queue to hang up without losing their place in queue,( I would really love this) and be called back when their call reaches the top of the queue, rather than waiting on hold on defined time interval |
| support the functionality in case an agent leaves the desk without making themselves un-available in the system then customer call should be automatically routed to next available agent within a timeout and the agent status should change automatically to break by the system. |
