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Overview:
The Multiple Queue Assignment (MQA) feature greatly increases the power of Meridian 1 ACD agents by allowing them to serve multiple queues (up to five) simultaneously. Additionally, agents will be given the capability to choose the ACD-DN's they wish to serve, as well as indicate a relative priority at which each queue is to be served, and a supervisor to whom they are to report. These capabilities combine to give agents great flexibility, power, and mobility within the Call Center. Today, many Call Centers are turning to agent empowerment, giving agents more autonomy to react to changing traffic patterns to better serve their customers' needs.
Key Features:
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Agent Empowerment: Permits agents to specify the ACD-DN's they wish to serve each time they login.
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Agent Mobility: Provides the option to have agents' IDN calls automatically forwarded to them regardless of what set they use to login.
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Priority Agent: Allows agents, in the single queue environment, the ability to serve a queue at a particular priority, and in the Multiple Queue environment allows agents to specify a different Priority value for each ACD-DN they serve.
Features
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Agent Empowerment: Permits agents to specify the ACD-DN's they wish to serve each time they login. This allows agents themselves to react to changing traffic patterns and customer needs within the Call Center.
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Agent Mobility: Provides the option to have agents' IDN calls automatically forwarded to them regardless of what set they use to login. Agents can thus choose any set in the Call Center to login, and specify the ACD-DN's they wish to serve, and have their non ACD calls forwarded right to them.
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Priority Agent: Allows agents, in the single queue environment, the ability to serve a queue at a particular priority, and agents with higher Priority values will be presented with calls before agents with lower Priority values. MQA extends this concept into the Multiple Queue environment by allowing agents to specify a different Priority value for each ACD-DN they serve. Among multiple agents serving the same queue, calls will be presented to the agents with the highest Priority; and for agents serving multiple queues, waiting calls from the queue for which their Priority is highest will be presented first. Call Center managers can use this Priority feature to ensure that agents most skilled at handling calls for a particular.
Benefits
- Multiple Queue Assignment (MQA) permits agents to:
- Serve up to five queues simultaneously.
- Specify the queues (ACD-DN's) they wish to serve.
- Specify the Priority level for each of the queues selected, which will allow Skill Based Routing to be implemented.
- Select the Supervisor they wish to report to.
- Have their Individual DN (IDN) calls (i.e. non-ACD) forwarded to them regardless of what telephone they use to login
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