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22 Jul 2021

Best practices for call queue management

1.  Keep your customer interaction routes up-to-date

What do customers ask for? Which agent has the best answer? Who is available? What happens if …? A vital part of Call Queue Management is transforming knowledge into up-to-date customer interaction routes where the right Microsoft Teams Agents with the relevant skill set are assigned to the Call Queues to engage with the customers – whether it is internal or external.

2. Use historical reporting to ensure good capacity planning

With the optimal Call Queue Management product you can boost your business going forward – starting with looking at the past. Historical reporting (CDR data) is the key to easily identifying peaks throughout the day, month and year. The call queue manager gets the optimal foundation for planning ahead regarding both capacity planning of Microsoft Teams Agents and with your KPIs in mind.

3. Increase customer handling quality based on real-time metrics

Anything can happen in business. Be prepared. With Microsoft Teams Wallboard metrics you can always see what is going on here and now by looking at the real time metrics such as average waiting time, call queue overflow, time outs and agent availability. Dynamically allocate Microsoft Teams Agents to ensure a good customer experience and easily scale up or down depending on your Wallboard metrics.

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