Event
Notification
For any company, an unanswered call or busy signal can have a negative
impact on sales and customer service. ACD Manager monitors calls and
phone agents for user-specified time and event-based thresholds to
occur. These thresholds are set so service levels can be maintained,
customer service can be improved and lost opportunities can be reduced.
Events include a caller hanging up, agents missing calls, callers
waiting for an extended period of time, the number of calls holding
exceeding a specific percentage of agents, or the last agent logging
out. Notification can be via overhead paging, beeper pager (wide area or
onsite), telephone call, bell, strobe light, reader board, or instant
messaging.
Routing
and Overflow
Once ACD Manager detects that an event has occurred, it will take an
action on the event such as signaling an overhead pager, sending an
instant text message, or transferring the call to another group,
extension or voicemail box. ACD Manager monitors up to 50 ACD groups,
searching for up to eight events per group and can take one action per
threshold. The intelligent look ahead feature checks the status of other
ACD groups to determine if a call will be answered in less time. If it
finds a group that can, the call will be transferred.
Call
Backs
ACD Manager provides callers with the option of leaving contact
information so the next available agent can immediately call them back.
Callers can hang up and, unlike voicemail, their request will be queued
and they will automatically get a return phone call in a similar amount
of time as if they had waited on hold. Agents are not required to dial
the callback number; ACD Manager automatically dials it for them.
Abandoned Call Backs
ACD Manager helps track abandoned callers by capturing Caller ID
information of calls that hang up and placing a callback with that
information in the queue so the next available agent can contact the
caller.
