Create & Configure Voice Skills (Queues)
- 19 Sep 2022
- 15 Minutes to read
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Create & Configure Voice Skills (Queues)
- Updated on 19 Sep 2022
- 15 Minutes to read
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- DarkLight
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This article describes how to create and configure voice skills (queues) in Tegsoft.
By reading this article, you will have information about:
- voice skills (queues),
- accessing the voice skills menu in Tegsoft,
- filtering options in voice skills menu,
- basic and advanced setting parameters,
- assigning agents and authorized users to skill,
- defining alarms,
- defining skill and agent based not ready rules.
A voice skill (queue) lets customers handle inbound calls and places them in line to be answered when agents are busy with other calls. In other words, the voice skill (queue) is the place where callers who call the contact center wait until the agent is ready. When the caller connects to the contact center, IVR (Interactive Voice Response) greets the caller first. With IVR, callers hear on-hold music or announcements until the next available agent can answer their call. When this on-hold music or announcements are over, the caller is asked to dial a number or to wait. In both cases, the caller is transferred to the voice skill (queue). If there is no agent ready to answer the call, the caller continues to wait in this voice skill (queue). If there is a ready agent, this agent answers the call and so the call starts.
Businesses implement call queuing to provide a better customer experience. Calls won't be lost to voicemail, and they will know their place in line or the estimated wait time.
How to Access the Voice Skills (Queues) Menu?
Click on the CC Management → Voice Skills (Queues) tab to access the voice skills settings page.
On this page, new skills (queues) can be created, or skills (queues) settings can be customized.
How To Filter Search Results?
When you type the number or name of the voice skill (queue) you are looking for in the filter box and then press the enter key, the relevant search results are listed on Results section.
The results of the "701" filter and the details of the voice skill number "7010" are given in the screenshot below.
Which Settings are in the "Basic Settings" Section?
The following screenshot and table includes the setting options (parameters) and their descriptions in the Basic Settings section.
| Parameter | Description |
|---|---|
Voice skill no | The voice skill (queue) number refers to the specific numerical value given to the call skill (queue). |
Voice skill name | The voice skill (queue) name refers to the specific name given to the call skill (queue). |
Ring strategy | The ring strategy setting refers to the scenario in which the calls are matched with the agents, in other words,how calls are distributed to agents in a call queue. There are six types of ring strategies;
For detailed information on ring strategies, please review the Queue Distribution Algorithm: RING STRATEGY article. |
Music on hold type | Music on hold type setting refers to the type of sound (music or ringing tone) the caller will listen while the call is in the queue. |
Music on hold | The Music on hold setting refers to which music the caller will listen to while waiting in the queue. |
Agent music on hold | The Agent music setting refers to the type of music the caller will listen to if the answered call is put on hold. |
Expected wait time | Expected wait time setting refers to whether and how often the caller is informed about the expected waiting time. |
Ann. position | Announce position setting refers to whether the caller is informed about the rank of all callers. |
Announce freq. | Announce frequency setting refers to how often these announcements will be heard by the callerin seconds when the expected wait time and announcement position are set. |
Join announce | Join announce setting refers to the announcement that the caller will hear when joining the queue. |
Exit announce | Exit announce setting refers to the announcement that the caller will hear when exiting the queue. |
Activity entry mandatory | Activity entry mandatory setting refers to whether the agent can terminate the call from the selected queue without entering activity. |
Last agent routing | Exit agent routing setting refers to transfer the call to the last contacted agent when there is an inbound call from a previously dialed number. |
Retry time (sec) | Retry time (sec) setting depends on the last agent routing setting. This setting refers to how many seconds the inbound call will be attempted to be transferred to the last agent if last agent routing setting is set. |
Period to check (days) | Period to check (days) setting depends on the last agent routing setting. This setting means that if the number of days since the caller's last call is within the specified period, it is transferred to the last agent. |
Agent ring time | Agent ring time setting refers to the maximum time, in seconds, assigned to an agent to answer an inbound call. If the agent does not answer the call within the specified time, the call will be abandon call. |
Auto not ready | Auto not ready means that the agents’ status automatically becomes not ready (after login) if the call assigned to the agent is not answered within the specified time. |
Auto answer | Auto answer setting refers to automatic answering of incoming calls. When this option is checked, the answer button will not appear on the agent's screen. |
Call profile | Call profile refers to which route or routes a call will be made from. Call profile definition allows agents in a contact center to make outbound calls. |
Survey ivr | Survey IVR setting refers to the selection of which survey will be conducted if the caller will be surveyed at the end of the call. |
Notes | With this setting, a general notification can be made to the agents that are requested to receive messages from the selected queue. |
Max wait time | Max wait time setting refers to the maximum amount of time a caller will wait in the call queue. |
Timeout destination | Time out destination setting refers to selecting where to routing callers who have reached the maximum waiting time. |
Max length | Max length setting refers to the maximum number of callers waiting in the selected call queue. |
Maximum waiting person is exceeded | This setting means selecting where to routing the next caller when the number of callers waiting in the queue reaches its maximum. |
Ready agent rule | Ready agent rule setting refers to queuing the inbound call depending on whether there is a ready agent or not. There are 3 options;
|
No login agent on system | No login agent on system setting refers to selecting where to routing an inbound call if there is no ready agent. |
Destinations type | Destinations type setting refers to the selecting where to routing an inbound call when the selected queue does not answer the call. |
Number of activities | Number of activities setting refers to the number of activities that can be defined to the queue. |
Which Settings are in the "Advanced Settings" Section?
The followingscreenshot and table includes the setting options (parameters) and their descriptions in the Advanced Settings section.
| Parameter | Description |
|---|---|
Time condition | Companies can determine the time zones in which the call center will be active according to their working hours. There are two different options, In-Period and Out-of-Period. When one of them is selected, another combo box opens, and the time conditions must be selected from there. For more information on time definitions and settings, refer to here. |
If time conditions doesn't met | If the caller calls at a time that does not meet the time conditions, the call is routed from this box. |
Wrapup time | It's breathing time. After the call ends, the wrapup time begins. After this time expires, the agent is automatically ready by the system. |
Importance | Importance value should be increased if priority is to be given to the call queue. This value is between 0 and 100. |
Join when empty | Even if there is no ready agent in the system, it allows calls to be entered into the queue. |
Leave when empty | If there is no ready agent in the system, it provides that the calls in the queue are forwarded to the failed destination. (It is the opposite of ‘Join when empty’ setting.) |
Popup type | With this setting, it is provided whether the dialed number is displayed on the agent screen or not. |
Cti contact | With this setting, it is provided whether the calling number is displayed on the agent screen or not. |
Ring in use | This setting allows the agent to be called even when busy and to see the call on the screen. |
Recording | With this setting, calls can be recorded. |
Voice recording prefix | Refers to the prefix in the filename of recorded calls. |
Language | Refers to the desired language to use. Usually, the native language is chosen. |
Agent Assignment
In this section, the agents to be assigned to the relevant queue are determined. If the agents need to be selected and assigned to the relevant queue one by one, the > icon is clicked. If all agents are to be assigned to the relevant queue at once, the >> icon is clicked. If priority is to be given to some of the assigned agents, the priority value of this agent shall be increased.
Authorized Users Assignment
In this section, the users who will be authorized for the relevant queue are assigned. If authorized users need to be selected and assigned to the relevant queue one by one, the > icon is clicked. If all agents are to be assigned to the relevant queueas authorized at once, the >> icon is clicked.
Setting Up E-mail Alarm Notifications
Supervisors may request to be informed about the instant changes in the call center and request a notification e-mail to be sent. Required alarm definitions for these notifications are made in this section.
Note: You can get support your solution partner (dealer) for your alarm definitions.
| Parameter | Description |
|---|---|
Abandon calls | When there is a call abandoned by the agent, a notification e-mail is sent to the Supervisor. |
Agent call termination | In Call Center standards, the call must be terminated by the customer. If the call is terminated between 0-5 seconds by the agent, a notification e-mail is sent to the Supervisor. |
Agent call termination | In Call Center standards, the call must be terminated by the customer. If the call is terminated between 0-10 seconds by the agent, a notification e-mail is sent to the Supervisor. |
All agents are not ready | If all agents are not ready at the same time, a notification e-mail is sent to the Supervisor. |
Queue wait time | When the caller waiting in the queue is longer than the set time, a notification e-mail is sent to the Supervisor. |
Call duration is too long | When there is a call that takes longer than the set time, a notification e-mail is sent to the Supervisor. |
Hold time is too long | When the duration the caller is put on hold by the agent is longer than the set time, a notification e-mail is sent to the Supervisor. |
After login duration is too long | When the after login duration after the agent log-in to the system exceeds the set time, a notification e-mail is sent to the Supervisor. |
After call work duration is too long | When the after call work duration of the agent after the call ends exceeds the set time, a notification e-mail is sent to the Supervisor. |
Break duration is too long | When the agent's break time is longer than the set time, a notification e-mail is sent to the Supervisor. |
Lunch duration is too long | When the agent's lunch break time is longer than the set time, a notification e-mail is sent to the Supervisor. |
Meeting duration is too long | When the agent's meeting break time is longer than the set time, a notification e-mail is sent to the Supervisor. |
Technical issue duration is too long | When the agent's technical issue break time is longer than the set time, a notification mail is sent to the Supervisor. |
Medical duration is too long | When the agent's medical break time is longer than the set time, a notification e-mail is sent to the Supervisor. |
Back office activity duration is too long | When the agent's back office activity break time is longer than the set time, a notification e-mail is sent to the Supervisor. |
Coaching duration is too long | When the agent's coaching break time is longer than the set time, a notification e-mail is sent to the Supervisor. |
Other not ready duration is too long | When the agent's other break time is longer than the set time, a notification e-mail is sent to the Supervisor. |
Agent logout | When the agent logs out of the system, a notification e-mail is sent to the Supervisor. |
Agent early logout | When the agent logs out of the system earlier than the set time, a notification e-mail is sent to the Supervisor. |
Sl less than threshold | SL (Service Level) percentage is a very important data in the management of the contact center. When the call queue service level value is less than the set percentage value, a notification e-mail is sent to the Supervisor. |
Quality issue alarm code | If there is an issue with the sound quality of a call in the relevant queue, a notification e-mail is sent to the Supervisor. |
Quality warning alarm code | If there is a warning about the sound quality of a call in the relevant queue, a notification e-mail is sent to the Supervisor. |
Quality very low alarm code | If the sound quality of a call in the relevant queue is very low, a notification e-mail is sent to the Supervisor. |
Setting Up Skill-Based Not Ready Rules
Supervisors may need to limit agents' break number and duration in some cases (in case of high call volume, not enough agents per shift, high annual leave-report usage). These skill-based not ready rules are set up in this section.
| Parameter | Description |
|---|---|
Min. idle agent number | The minimum number of available agents that are ready but not on call. |
Min. ready agent number | It is the minimum number of agents that are ready to answer the call. |
Min. number of waiting in the queue | The minimum number of callers waiting in the queue. If a value of 1 is entered in this box, a break cannot be taken when there is 1 caller waiting in the queue. |
Min. waiting time in the queue | The minimum time in seconds that callers wait in the queue. If the value of 45 is entered in this box, a break cannot be taken when there is a caller waiting in the queue for 45 seconds. |
Max. not ready agent number | It is the maximum number of agents that can be on break at the same time in the relevant queue. |
Maximum number of agents at acw | It is the maximum number of agents who are in the after call work break at the same time in the relevant queue. |
Maximum number of idle agents because of requirement reasoning | It is the maximum number of agents who are in the requirement at the same time in the relevant queue. |
Maximum number of idle agents because of food reasoning | It is the maximum number of agents who are in the food break at the same time in the relevant queue. |
Maximum number of idle agents because of meeting reasoning | It is the maximum number of agents who are in the meeting break at the same time in the relevant queue. |
Maximum number of idle agents because of system failure reasoning | It is the maximum number of agents who are in the system failure break at the same time in the relevant queue. |
Maximum number of idle agents because of medical reasoning | It is the maximum number of agents who are in the medical break at the same time in the relevant queue. |
Maximum number of idle agents because of internal service reasoning | It is the maximum number of agents who are in the internal service break at the same time in the relevant queue. |
Maximum number of idle agents because of training reasoning | It is the maximum number of agents who are in the coaching break at the same time in the relevant queue. |
Maximum number of idle agents because of other reasoning | It is the maximum number of agents who are in the other break at the same time in the relevant queue. |
Setting Up Agent-Based Not Ready Rules
Agents' breaks duration can be limited and changed by the supervisor. The maximum number of breaks that agent takes can also be limited and changed by the supervisor.
With the definitions made in this section, the agent cannot take a break when it reaches the maximum break number and maximum break duration set by the supervisor. If the Agent wants to take a break above these limits, a pop-up warning message appears on the Agent screen.
| Parameter | Description |
|---|---|
Total not ready count | It is the total number agents that are not ready in the relevant queue. |
Total not ready duration (min) | It is the total duration in minutes that the agent is not ready in the relevant queue. |
Max not ready "food" count | It is the maximum number of food breaks that the agent can take in the relevant queue. |
Max not ready "food" duration (min) | It is the maximum food break time in minutes that the agent can take in the relevant queue. |
Max not ready "operation" count | It is the maximum number of operation breaks that the agent can take in the relevant queue. |
Max not ready "operation" duration (min) | It is the maximum operation break time in minutes that the agent can take in the relevant queue. |
Max not ready "meeting" count | It is the maximum number of meeting breaks that the agent can take in the relevant queue. |
Max not ready "meeting" duration (min) | It is the maximum meeting break time in minutes that the agent can take in the relevant queue. |
Max not ready "technical issue" count | It is the maximum number of technical issue breaks that the agent can take in the relevant queue. |
Max not ready "technical issue" duration (min) | It is the maximum technical issue break time in minutes that the agent can take in the relevant queue. |
Max not ready "break" count | It is the maximum number of breaks that the agent can take in the relevant queue. |
Max not ready "break" duration (min) | It is the maximum break time in minutes that the agent can take in the relevant queue. |
Max not ready "medical" count | It is the maximum number of medical breaks that the agent can take in the relevant queue. |
Max not ready "medical" duration (min) | It is the maximum medical break time in minutes that the agent can take in the relevant queue. |
Max not ready "back-office activity" count | It is the maximum number of back-office activity breaks that the agent can take in the relevant queue. |
Max not ready "back-office activity" duration (min) | It is the maximum back-office activity break time in minutes that the agent can take in the relevant queue. |
Max not ready "training" count | It is the maximum number of training breaks that the agent can take in the relevant queue. |
Max not ready "training" duration (min) | It is the maximum training break time in minutes that the agent can take in the relevant queue. |
Max not ready "other" count | It is the maximum number of other breaks that the agent can take in the relevant queue. |
Max not ready "other" duration (min) | It is the maximum other break time in minutes that the agent can take in the relevant queue. |
Tegsoft makes no representations or warranties, either express or implied, by or with respect to anything in this document, and shall not be liable for any implied warranties of merchantability or fitness for a particular purpose or for any indirect, special or consequential damages.
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"Tegsoft" and Tegsoft’s products are trademarks of Tegsoft. References to other companies and their products use trademarks owned by the respective companies and are for reference purpose only.
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