Prioritize Calls Waiting in Queue: Difference between revisions
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The feature to prioritize calls that are waiting in a call queue allows greater control in how calls are being received. When a call is prioritized, it is sent to the top of the queue and it will be the next one dispatched to a call center agent. | The feature to prioritize calls that are waiting in a call queue allows greater control in how calls are being received. When a call is prioritized, it is sent to the top of the queue and it will be the next one dispatched to a call center agent. | ||
== | == Portal == | ||
Log into https://nova.vestednetworks.com | |||
=== | === Call Center === | ||
Once logged in, click on the call center icon to view a list of your current call queues. | |||
[[File:Manager-Guide Prioritize-Calls1.png|frameless|546x546px]] | |||
=== Click on the highlighted number under the Callers Waiting column to view your current active calls | === Show Callers === | ||
<blockquote>[[File:Call Center Tab.png|frameless|1207x1207px]]</blockquote> | Click on the highlighted number under the Callers Waiting column to view your current active calls<blockquote>[[File:Call Center Tab.png|frameless|1207x1207px]]</blockquote> | ||
=== In this view, you can click | === Prioritize === | ||
<blockquote>[[File: | In this view, you can click on the up arrow to prioritize that caller in the queue.<blockquote>[[File:Manager-Guide Auto-Prioritize-Call1.png|frameless|661x661px]]</blockquote> | ||
=== | ==== Reviewing Priority Calls ==== | ||
Once a call has been prioritized, it will have a priority tag next to the callers name.<blockquote>[[File:Call Center List.png|frameless|780x780px]]</blockquote>This call will now be the next call dispatched to the next available agent | |||
'''NOTE: If you prioritize multiple calls in a queue, they will be dispatched in the order they were queued (Longest wait time gets dispatched first)''' | |||
If you have any questions about this process, or if you need assistance, please reach out to our Support Team by dialing HELP(4357) on your desk phone, calling (972) 924-6488, or submitting a ticket. | |||
If you have any questions about this process, or if you need assistance, please reach out to our Support Team by dialing HELP(4357) on your desk phone, calling (972) 924-6488, or submitting a ticket | |||
Latest revision as of 20:19, 12 May 2023
This page is part of the NOVA Manager Portal section.
The feature to prioritize calls that are waiting in a call queue allows greater control in how calls are being received. When a call is prioritized, it is sent to the top of the queue and it will be the next one dispatched to a call center agent.
Portal
Log into https://nova.vestednetworks.com
Call Center
Once logged in, click on the call center icon to view a list of your current call queues.
Show Callers
Click on the highlighted number under the Callers Waiting column to view your current active calls
Prioritize
In this view, you can click on the up arrow to prioritize that caller in the queue.
Reviewing Priority Calls
Once a call has been prioritized, it will have a priority tag next to the callers name.
This call will now be the next call dispatched to the next available agent
NOTE: If you prioritize multiple calls in a queue, they will be dispatched in the order they were queued (Longest wait time gets dispatched first)
If you have any questions about this process, or if you need assistance, please reach out to our Support Team by dialing HELP(4357) on your desk phone, calling (972) 924-6488, or submitting a ticket.