Software

8×8 VCC Setup: Meeting 2

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I just finished up our second 8×8 Virtual Contact Center meeting with our company; in which I reviewed last week’s topics (queue priorities, queued callback, call surveys) and led the discussion on Wallboards (live data display).

As I am taking a vacation next week, I am now frantically trying to make the many changes we identified today. We have an implementation call with 8×8 in two weeks, so I must ensure that I have my seemingly endless number of questions ready.

Agent Groups:

Agents can’t be in more than one group at the same time; however, they can be assigned to more than one queue.

Since we have multiple brands and agents, who deal with both sales and service calls, figuring out how to group them is difficult.

Unsure if this will change anything besides status, transaction, and outbound codes (which appear to be able to be the same for each call queue/brand/agent group).

Call Queue Priority:

I have set every queue to have a priority level of 7; this enables them all to be treated at the same level of importance.

If we want sales to have the highest priority, is that for each brand? WBKF only has one person in it; it won’t need any priority changes.

Will be keeping the priority level for all queues the same for now, with changes as we go live.

Queue Wait Times:

Queue Timeout- currently 300 seconds = 5 minutes

Loop Interval- “please hold for the next available agent” – currently 60 seconds = 5 min.

We will keep these settings for now.

Agent Skill:

In each queue, you can edit the skill level of each agent. The higher the skill level, the more likely they are first to receive a call. Do we want everyone to be the same?

All agents will have the same skill level for now, with future change possible.

Queued Callback:

I am still working on getting this to how we want it; it is going to take some help from 8×8.

The queued callback feature is currently added to the script upon overload events or if nobody is available; we also wish to add the callback option right after we inform the caller of their position in the queue.

Post Call Survey:

I am still working on getting this to how we want it; it is going to take some help from 8×8.

Currently: Are you satisfied with your call? Yes or No.

If yes, no further action. If no, tell caller we are sorry they feel that way and ask if they would like to explain. If yes, record their input. If no, no further action.

We want to change the survey to merely be offered at the end of the call, without any extra input from the caller. So, instead of “do you wish to take the survey”, it will say “are you satisfied with your call? Say Yes for Yes, or No for No.

Queue Wait Time Message: (demonstration available)

I am still looking into figuring out how to inform callers how long the wait time is.

However, I did figure out how to inform the caller of their position in the queue.

This is not available as of yet with 8×8; however, I did enable the caller to have their position in the queue told to them at the beginning of being transferred to a call queue.

Wallboard: (demonstration available)

Who wants their own Wallboard?

Amanda and Customer Service for now.

What info/options do we want to display for Customer Service?

Call queue name (not extension #), current in queue, # of available agents, outbound queues.

What info/options do we want to display for Amanda?

Call queue name (not extension #), current in queue, # of available agents, outbound queues.

Possibly abandoned calls, agents on break/busy/offline, average wait time.

What alarms/alerts do we wish to use? Each optional field allows you to select a means of determining whether to sound the warning or not; such as: ‘this number equals 10 or this number is greater than 10.” Thresholds

No alerts or alarms yet; as we go live, this will inevitably change.

Voicemail- How many voicemails before the alarms go off?

Inbound- How many in the queue before the alarm goes off? Alarm for a certain length of wait-time? Alarm for number of missed calls?

Outbound- How many in the queue before the alarm goes off? Alarm for a certain length of wait-time? Alarm for number of missed calls?

Additional Features (discuss later)

Broadcast:

Use the Broadcast feature to send messages to one or more agent groups. This feature allows the administrator to mass-communicate a message to Virtual Contact Centre (VCC) agents.

Which groups? Alert level? Only logged in agents? Message?

Decided to leave this for another day.

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