Copyright © Blue-Wireless Pty Ltd 2005 SoftBX ACD Queue Options & Setup SoftBX Call Centre

Copyright © Blue-Wireless Pty Ltd 2005 SoftBX ACD Queue Strategies 1 Multiple ACD Qs each with one Q pilot Agent 1Agent 2Agent 3Agent 4Pilot 1-SalesPilot 2-ServicePilot 10-Support Priority 1 Priority 2Priority 1 Priority 2 Multiple ACD Queue groups can have multiple ACD Agents assigned to them ACD Queue groups can be prioritised (e.g. P1, P2, P3 etc) Where Agents are assigned to more than one Queue, each can be prioritised accordingly, e.g. ‘Platinum Club’ service queue Agents can be prioritised to enable calls to arrive at the most skilful Agent first

Copyright © Blue-Wireless Pty Ltd 2005 SoftBX ACD Queue Strategies 2 Pilot-Customer Service Single Q pilot number into a skill based routing Queue: Overflow Agent Skill selection 1-10 Skill prompt announcement Agent 1 Priority 1 Agents are prioritised according to skills Multiple Q Pilots can be routed across multiples skill groups Multiple Qs can be prioritised across skill sets to prioritised agents Skill 1Skill 2Skill 10Skill definitions 1-10 Agent 2 Priority 1 Agent 3 Priority 2 Agent 4 Priority 2

Copyright © Blue-Wireless Pty Ltd 2005 SoftBX call centre – settings overview Optional Facility: SoftBX provides inbound ACD Q features including various messages, skill based routing, and agent assignment to multiple Qs. Q agent extensions must be allocated as ‘is call centre agent’ in the extension’s extended settings. They will then appear in the agent tab of the Server To configure Qs click the ‘agent’ tab then click the ‘wheel’ icon Future feature 1. Click in client box to create and rename new Q to the extension name & number defined as its pilot/access. 2. Enter Q pilot number, define messages and skills groups 3. Set message times and accept call after ‘n’ rings, wrap up time, average call duration, forwarding, call reservation time and priority 4. Set skill groups, access numbers and message. Set for each Q that the agent is to be a member of: 1. Skill groups 2. Priority level 3. Call group ID 4. Inbound or Overflow function (Outbound N/A) Right mouse click the agent entry to set its properties

Copyright © Blue-Wireless Pty Ltd 2005 SoftBX configure agent extensions configure Q pilots extensions Click ‘extensions’ tabs to add & configure extensions as agents Click the ‘is call center agent’ check box and ‘save’ Enter agent name and extension number To change existing extensions right mouse click menu, ‘properties’ option To set as Q Pilot number, select ‘call center number’ from drop down box, enter Q (client) name and click ‘save’

Copyright © Blue-Wireless Pty Ltd 2005 SoftBX server agent screen Current call window displays calls waiting in Queue Click the ‘wheel’ icon to configure queues Right mouse click on agent to set ‘ready’ or ‘not ready’ status – example shows agent with status of ‘meeting’ Agents and agent status: -Silver = logged off -Orange = logged on -Blue = in a call -Grey Coffee Cup = ‘not ready’ -Grey human figure = ‘meeting’ -Waiting in queue

Copyright © Blue-Wireless Pty Ltd 2005 SoftBX server Q (client) configuration Agents and agent status Future feature Right mouse click to add new Q client name & Q Pilot extension (must be the same as the Q Pilot extension name and number) Select period for statistics gathering Configure for external ODBC customer database to be accessed by agents Select message to be played to incoming caller Check if only to be played when no agent is ready to take call otherwise it will be played to all callers Set Q depth & message to be played if exceeded Check ‘inbound active’, & if skill group routing is required, enter skill groups & digits, check ‘skill based routing’ & select message Set delay before answer Set minimum time to hold callers on message Agents can reserve calls: Set the length of time before it is cancelled Unanswered calls are forwarded to other agents. Set delay before forwarding Set delay before next call= ‘call wrap up’ time Set the priority for this Q & the number of agents Agent call handling durations are analysed. When this threshold is set, and it is exceeded, calls will be prioritised to the agent with the shortest average handling duration

Copyright © Blue-Wireless Pty Ltd 2005 SoftBX agent screen Call waiting window displays calls waiting in Queue. Example shows 2 calls waiting Agent right mouse click menu shows own Queue MSN state as active Connection state: connected and talking to another agent Agents and agent status: -Silver = logged off -Orange = logged on -Blue = in a call -Grey Coffee Cup = ‘not ready’ -Grey human figure = ‘meeting’ -Waiting in queue

Copyright © Blue-Wireless Pty Ltd 2005 SoftBX Supervisor right mouse click options Change agent state to ‘ready ‘, ‘not ready’, in ‘meeting’, or ‘busy’ Change agent state to ‘ready’ or ‘not ready Agent is in ‘call wrap up time’ supervisor screen Agent right mouse click menu- options to change state to ready, and to allocate/join both Queues Agents and agent status: -Silver = logged off -Orange = logged on -Blue = in a call -Grey Coffee Cup = ‘not ready’ -Grey human figure = ‘meeting’ -Waiting in queue Supervisor tab: Queue status window displays Queues and statistics Note: Agent status can only be changed if it is first removed from its queue

Copyright © Blue-Wireless Pty Ltd 2005 SoftBX Right mouse click menu on Queue displays ‘snapshot’ of Queue Statistics Supervisor tab: Queue status window displays Queues and statistics supervisor statistics

Copyright © Blue-Wireless Pty Ltd 2005 SoftBX Raw files - Queue events Agent events server statistics – agent screen