Automatic Call Distributors (ACD) control and manage the work-flow of a contact center. A multi-channel contact center ACD offers skills based routing and queue prioritization for phone calls, emails, and web channels. The real-time queue metrics are a good indicator of the contact center activities. Even with work-force management (WFM) software predictions, it is not always possible to staff adequately for handling sudden spurts in call volumes. Organizations should have procedures in place to handle such events. One such option is having supervisory staff and supplementary employees participate in call handling if required.
Key queue metrics like the total number of calls waiting in a given queue, the wait time, the abandon rate, and the overall service level provide a measure of real-time call center activities. A good contact center software will allow call center managers to set conditions based on the queue metrics to trigger audio alerts. Different audible alerts can be set, each specific to a particular queue metrics parameter.
Q-Suite for Asterisk is a powerful contact center ACD offering such feature as a part of its call center software. It is a multi-tenant software for setting up Cloud based fault tolerant High Availability (HA) contact center solutions. Its audible notifications can be triggered by setting conditions on queue parameters that are monitored as a part of the real-time contact center reporting. These notifications allow the contact center floor operations to initiate procedures that are put in place for handling sudden spurt in call volumes.