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

Yeastar Inbound Call Center consists of two main components: the basic call queue established by an administrator in the PBX web portal, and the Call Center Console integrated into the Linkus Web Client.
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.
Review the essential elements of a call queue listed below to grasp its functionality and features:
Terminology Description
Caller Customers who place calls to the queue.
Agents Members who answer the queue calls (extensions or users who log in as agents).
  • Static agent: The agent is always a member of the queue and cannot log out.
  • Dynamic agent: The agent can log in to or log out of a queue at any time.
Announcement Announcements played to callers and agents, including agent ID announcement, position announcement, and periodic announcement.
Music on Hold (MoH) Music or advertisements played to callers while waiting in the queue.
Ring strategy A strategy for how to distribute calls to agents.
Failover destination A destination to which calls will be routed in the following scenarios.
  • The number of callers that wait in a queue reaches the Maximum Callers In Queue.
  • The time that callers wait reaches the Maximum Waiting Time.
  • No agents in queue and the caller is pulled out of a queue.
For more detailed information about call queue settings, see Queue Preferences.
Call Center Console
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.
Note:
  • The Call Center Console service requires a subscription to Enterprise Plan and Ultimate Plan.
  • Queue Panel is only recommended for queues with no more than 1000 extensions, otherwise the user experience will be affected as web browser can not work properly with excessive data volume.

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

Define the basic call queue structure, create the call queue and decide how to distribute inbound calls to the queue of agents.

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.

  • 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:
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.
  • Set up queue managers (supervisors)

    Assign one or more extension users as queue managers for the call queue. The queue managers are able to access the Call Center Console dashboards for queue monitoring and management, and receive queue notifications by email.

    For more information, see Set up Queue Managers.

  • Customize queue notifications

    Configure the notification options for the call queue. The system will automatically send email notifications to queue managers when the corresponding issue occurs, such as a queue call is missed or abandoned, or the service level agreement reaches the alarm threshold, etc.

    For more information, see Customize Queue Notification.

  • Set up Service Level Agreement (SLA)

    Set a target service level and SLA threshold for the queue to enable queue managers to evaluate whether agents are handling customer calls promptly for quality assurance purpose.

    For more information, see Set up Service Level Agreement (SLA).

  • Grant Call Center Console permissions

    Grant the access permission to the Call Center Console dashboards (Wallboard & Queue Panel) for queue managers and agents respectively, and decide what they can on the Queue Panel.

    For more information, see Grant Call Center Console Permissions.

4. Manage Call Center reports

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.