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Smoothstone CallQueuing
Customize, control and manage how you organization handles calls, using Smoothstone CallQueuing. As an optional feature of Smoothstone's Intelligent CallControl Center™ Web portal, CallQueuing enables enterprises to create, monitor and continuously optimize phone queues and agent assignments -- regardless of agent location and across the entire enterprise -- and then distribute calls to these queues, via an IP phone or 1 FB (POTS) line.
Intelligent, Customized Call Handling -- Easy-to-use, flexible call management features and screens allow any enterprise to combine and continuously optimize their use of phone queues across the entire enterprise, using a private and secure Web portal. No more calls to a vendor's tech support to make changes. Move agents at any location into and out of any queue, simply by clicking on their name to reassign them. Click to change overflow rules to other queues, auto attendants, hunt groups or other phone numbers.
Manage Agents in Real Time -- View which specific agents are assigned to which specific queues. View agent statuses, as indicated by their color-coded, hyperlinked names. Analyze information about each agent, including average pick up and talk times; total talk time; number of calls handled and missed; time and duration of last call handled; and the queue from which this last call came.
Click on the thumbnails below to see detailed versions.
  
Assign Call Specific Call Routing Options to Specific Queues -- Options include 'Ring All,' 'Round Robin,' 'Least Recent,' 'Fewest Calls,' and 'Round Robin w/ Memory.' Change them as needed to match organization changes, call traffic changes or emergencies.
Monitor Queues in Real Time -- Statistics include Queue Status, Agent Status, Received Calls and Abandoned Calls. You can also view summary statistics for calls currently On Hold, including a call's 'Target Hold Time' and if it has exceeded its 'Maximum Allowed Hold Time.'
Monitor Call Traffic in Real Time -- Information includes number of calls received, answered, abandoned, went to voicemail and overflow. Performance statistics include average speed of answer, average abandon time, longest call waiting, total talk time, average talk time and total hold time.
Track Abandoned Calls -- Information includes number of abandoned calls (by queue or across multiple queues), as well as how long a call was on hold before it was abandoned, if it was returned and, if so, when it was returned and by whom.
Create Custom Reports -- Generate reports to analyze all queue, agent, call and abandoned call information (as described above) within specific timeframes, including time of day and day of week. For example, sort call statistics by longest hold times to indicate needed queue, agent or other changes.
To learn more about Smoothstone CallQueuing, contact us at 1(888)872-5619 or smoothstone@alliancedatacom.com.
Download PDF version: Smoothstone CallQueuing 
For more information about our solutions, contact us
at 1(888)872-5619 or smoothstone@alliancedatacom.com.
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