Create & Configure Voice Skills (Queues)

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).

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 the music the caller will listen to while waiting in the 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;

1. Ring All
2. Least Recent
3. Fewest Calls
4. Random
5. Linear
6. Circular

For detailed information on ring strategies, please review the Queue Distribution Algorithm: RING STRATEGY article.

Agent Music On Hold

The Agent Music on Hold 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.

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.

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.

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

Last 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 the last agent routing setting is set.

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.

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.

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.

Call Profile

Call Profile refers to which route or routes a call will be made from. The 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.

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 chosen 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.

Agent Status Condition setting refers to queuing the inbound call depending on whether there is a ready agent or not. There are 4 options;

• Queue the call ignoring agent condition: All incoming calls are queued regardless of any condition.
• Queue the call if ready agent exists: If there is a ready but not idle Agent in the queue, the new incoming call is queued.
• Queue the call if there is a ready and idle agent: If there is a ready and idle Agentin the queue, the new incoming call is queued.
• Queue the call if there is a login agent: If there is a login Agentin the queue, the new incoming call is queued.

Max Wait Time setting refers to the maximum time a caller will wait in the call queue.

Timeout destination

Timeout destination setting refers to selecting where to routing callers who have reached the maximum waiting time.

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.

Wrapup time

It's breathing time. After the call ends, the wrap-up 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.

Language

LANGASSIGNMENT determines how the contact card's language field is updated based on the language of the queue the contact is calling from.

ASSIGNIFEMPTY: If the contact card's language field is empty, it will be updated to match the language of the queue the contact is calling from.
ASSIGN: The contact card's language field is updated to the language of the queue, regardless of whether a language is already selected in the contact card.

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.

Recording

With this setting, calls can be recorded.

Voice Recording Prefix

Refers to the prefix in the filename of recorded calls.

Ring In Use

This setting allows the agent to be called even when busy and to see the call on the screen.

Agent Management Access

The field where access permission management is defined.

No login agent on system

ROUTERID

The unique ID of the created rule.

DOUBLECONTIDERROR: Prevents abandoned calls from being added if the same contact already exists in the campaign.
DOUBLECONTIDUPDATE: Allows abandoned calls to be added even if the same contact already exists but displays a warning.

Abandon calls

When there is a call abandoned by the agent, a notification e-mail is sent to the Supervisor.

Agent call termination
(0-5 sec)

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
(0-10 sec)

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.

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.

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.

Auto logout on not ready "Technical Issue" duration (min)

Auto logout on not ready "Other" duration (min)