Call Center Administrator Guide
This guide describes the call center composition, and provides step-to-step instructions on how to set up and configure an inbound call center.
Audience
This guide is intended for system administrators responsible for establishing, configuring, and maintaining an inbound call center.
Inbound Call Center components
- Call queue
- A call queue is the point of entry for inbound interactions. It functions as a virtual waiting room where callers remain in line until an available agent can attend to them. When a customer calls into the system and enters the queue, he / she can hear the hold music and announcement while the queue distributing the call to the available agents.
- Call Center Console
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Yeastar Call Center provides a unified workspace, Call Center Console, for queue managers (supervisors) and agents to handle queue calls. The Call Center Console is a web-based utility integrated into Linkus Web Client, including a customizable Wallboard for proactive tracking of 16 key performance metrics, and a switchboard-type Queue Panel for real-time monitoring & control of queue activities.
For more information of monitoring queue performance and managing queue calls on Call Center Console, see Yeastar Call Center Supervisor Guide and Yeastar Call Center Agent Guide.
Steps to establish a Call Center
- 1. Create a call queue
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Define the basic call queue structure, create the call queue and decide how to distribute inbound calls to the queue of agents.
- To create a queue with Workload-based call routing, see Create a Call Queue.
- To set up a queue with Skill-based call routing, see Set up Skill-based Routing for a Queue.
- 2. Improve call queue management
- According to your needs, set up the call queue with advanced features to
optimize caller experience, and implement configurations on agent management
to increase productivity.
- Queue Callback
To save callers' time while keeping their positions in the queue, you can enable callback feature for the queue, and decide whether callers can press a digit or wait till timeout to request a callback.
For more information, see Allow Users to Request a Callback in a Queue.
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Queue Priority
To reduce time on holding callers, you can set a queue initial weight and an acceleration weight to determine which queue has higher priority and automatically moves the calls in a higher-priority queue up in line. When agents are logged in to multiple queues, calls from the queue with a greater weight will be prioritized and assigned to agents first.
For more information, see Set a Priority for a Call Queue.
- Queue Agent Management
To optimize agent work efficiency and service quality, you can perform specific configurations that simplify the way agents and queue managers (supervisors) handle operational statuses and activities.
Item Description Agent Pause Reason Set specific reasons for pause status of call queue agents, enabling agents to select specific reasons when pausing their service. By monitoring and tracking these reasons, you and supervisors can better manage agent availability and assess disruptions in service, ensuring more accurate workforce planning and operational efficiency.
For more information, see the following topics:Queue Call Log Access Give specific or all agents access to queue call log, enabling them to effectively handle and follow up on customer communications. For more information, see Allow Agents to View Queue Call Logs on Linkus Clients.
Agent Status Management Equip agents with the ability to adjust their status in real-time via feature code or IP phone, enabling a more flexible and efficient operation. For more information, see the following topics:
- Queue Callback
- 3. Set up the Call Center
- Set up workspaces to provide all the tools your agents and supervisors need in one single web-based interface.
- 4. Manage Call Center reports
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Get access to advanced Call Center reports based on queue or agent, and run targeted analysis of your call center.
For more information, see Call Center Reports Overview.