Improvements To Call Queues

Discussion in 'Ideas' started by Andrew Mathieson-Blakely, Mar 19, 2018.

Improvements To Call Queues 5 5 7votes
5/5, 7 votes

  1. Andrew Mathieson-Blakely

    Mar 19, 2018
    Likes Received:
    It would be great to see 3CX treat a call queue just as that a queue which will queue up calls regardless you have agents logged into the queue or not. Using a dummy extension isn't good enough because it affects the order in which calls are answered and adds calls to missed calls.

    3CX is the only system which will not allow calls to be placed into a queue unless there is an agent logged in which really goes against what a queue is all about.

    I have a large call centre in Australia just about to roll out 3CX and this is causing an issue at present and is holding up sign off on the opportunity.
    simon_2011 and plochu like this.
  2. plochu

    Mar 6, 2018
    Likes Received:
    I fully agree with Andrew.
    Using virtual agent makes no sense... just more things to configure.
    Aslo using scenario with Call Flow Designer to check before forwarding to queue is there any logged agent is too complicated.

    Queues should be accessable even when agents are not logged in.

    Simple example is that in my case agents log-out when they have break or need to ask support for help... this makes possible situation that there is no agent logged in during work hours.
  3. simon_2011

    Dec 10, 2017
    Likes Received:
    I also agree with Andrew,

    there are many call center basic features need to be added to 3CX Call Center like:
    1- Break time for agents
    2- Calls answered automatically
    3- Agents login using a username not an extension number because:
    3.a- large call centers have a high agents turnover, so extension number isn't a good way to login
    3.b- the PCs used for agents has a one login account for any agent, so we need Hot Desking feature for 3CX client, in addition to login using username
    4- Customized status for agents like: out for meeting, maintenance, etc,
    5- A report that shows the time of each status for each agent