The Queue Buster

Developed to manage voice queues effectively, with advanced call back and configuration options, real-time stats and on-demand reporting

Introducing Queue Buster

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.

Advanced Configuration

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 IVR validation and management.

Retain Queue Position

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 ‘Call Back’, 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 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.