Queue Buster

Smooth out peak call volumes, while significantly improving customer satisfaction

Queue Buster

Smooth out peak call volumes, while significantly improving customer satisfaction

Configure Queue Buster

Users can manage all voice prompts and configure a call queuing routine that presents a call back option to customers. Customers can confirm their CLI or enter an alternate number, with within IVR validation and management.

Retain Position in Queue

If you choose the ‘Retain Position in Queue’ option, the customer call will keep it’s place within the queue and when the call reaches the end of the queue, the call back request will be routed to the next available agent.

Call Back List

When choosing the ‘Call Back’ option, customer calls will be added to a dynamic list of call back requests. This enables you to wait until x number of agents are free to make the call back or assign dedicated agents to manage call backs.

Call Back Presentation

When an agent becomes available, call back requests are presented to the agent and, on answer, the call is routed to the customer’s phone number. Rules can be set up on how to manage busy tones, no answer and leaving voicemails.

Real-Time Statistics

Whether you choose to retain position in queue or use a dynamic call back list, live stats are available to track the number of customers awaiting a call back, alongside agent availability and associated KPIs on all call back requests.

On Demand Reports

Comprehensive reporting is available with key call back statistics, for all campaigns, teams and agents. Reports can be viewed online, as PDF, as CSV and can be scheduled to deliver on a daily, weekly or monthly basis.

Real-Time Analysis

DigiDesk has a comprehensive range of real-time widgets and reports, used to track the volume of inbound chats, the number of chats connected, queued, answered, missed and abandoned.

Key Performance Indicators

Monitor a range of Key Performance Indicators (KPIs), to include total chats, chats answered, chats missed, average chat duration and SLAs… all broken down by individual agent.

Agent Workplace

Agents can review details about the chat journey, customer record, conversation history, and any notes attributed to the customer. Chats can then be tagged and marked as completed.

Intelligent Distribution

Different chat types can be intelligently routed to specific teams and agents, with the highest skill setting. Agents can manage multiple simultaneous sessions, across multiple accounts.

Advanced Features

Agents benefit from a preview of customer typing and ability to choose from a range of auto replies or short cut replies. Supervisors can monitor all current live chat sessions in real-time.

Audit Trail & Reports

A full audit trail of all customer chats and agent responses is available, with agent and performance reports. All reports can be viewed online, as PDF or CSV and delivered via scheduled reports.

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Hear What Our Clients Are Saying...

Want to know more?

Get in touch to arrange a demo or enquire about a 30-day trial

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