News : Q-Suite Enhances Real-time ACD Reporting
Fredericton, NB, Dec 26, 2013 -- Q-Suite, the multi-tenant software for Asterisk based contact centers, now provides audible notifications based on key queue metrics triggered by real-time conditions and stats. These notifications based on distinct audio files are played when set real-time queue conditions are fulfilled. This is a feature enhancement to the real-time reporting capability of the call center software and is an additional alert mechanism available for contact center floor managers to initiate procedures that improve the overall customer service.
Queue metrics like the total number of calls waiting in a given queue, the wait time, the abandon rate, and the overall service level are key parameters that are monitored for real-time call center reporting. It is a common practice in contact center operations to have procedures in place to handle unexpected peak loads. The new capability within the contact center ACD will allow call center managers to set conditions based on many of these key queue metrics to trigger audible alerts. These alerts can be associated with specific real-time queue conditions and targeted towards individual customer service employees or groups. In many cases, floor supervisors and supplementary staff will make themselves available to the automatic call distributor (ACD) to handle the call volume.
Posted by Veronica Silva Cusi, news correspondent
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Indosoft Inc. is a global provider of call center software for Asterisk. It has been providing call center solutions to medium and large contact centers around the world for over nine years. It also licenses its ACD for Asterisk with .NET and socket library to enterprises utilizing Asterisk in their product line. Indosoft has been making available Q-Suite ACD for private label contact center technology solutions.
Published: Sunday, December 29, 2013