Fusion PBX Call Center Function

[Rishaard]

Hello , I am new to Fusion and normally have worked with Aspect. Genesys and those ACD systems.

For an Inbound Call Center, what is the best ring strategy to use that mimics skills-based routing like an ACD?


Rishaard

 

[lenz]

Depends on what you want to achieve. How may agents do you have and how many queues are you currently running? you can get a long way with a "smart" queue set-up.
As per queue strategy, you want the default

 

[Rishaard]

I want to ensure that its skills based routing for 4 Q's CS/Sales/Technical and Billing with overflow groups I also want to know if call blending is possible?

42 Agents

 

[Rishaard]

Can Fusion handle this

 

[Rishaard]

Also should adding a new Welcome message on the Call Flow impact the calls center agents' ability to receive calls as we have an inhouse built softphone?
Is this the best strategy to have? A custom developed softphone?

 

[Rishaard]

All very simple is Fusion not able to do the job

 

[gflow]

Let's say you use the FusionPBX Top-Down queue strategy for queue A (Sales) you could have those agents with the most skills in sales in a higher tier and those with lower skills in lower tiers. You do the same for all of your queues. When an agent "John" logs in he may be ranked 30 in Queue A and 2 in Queue B.....so on. Is that basically what you are looking for?

For reporting a customisable wallboards etc. You'll need to look into Queuemetrics which has integration with FusionPBX.

 

[Rishaard]

Yes, however i also need to ensure meeting 80/20 SL levels and ACR rates which is a function of WFM and planning

Ok so it means agent A in the QA takes Sales as a Priority and then gets offered let's say a Technical Call Q B when there are no sales Calls?

 

[gflow]

@Rishaard are you talking to yourself?

 

[Rishaard]

@Rishaard are you talking to yourself?

Seem so...

 

[Rishaard]

Let's say you use the FusionPBX Top-Down queue strategy for queue A (Sales) you could have those agents with the most skills in sales in a higher tier and those with lower skills in lower tiers. You do the same for all of your queues. When an agent "John" logs in he may be ranked 30 in Queue A and 2 in Queue B.....so on. Is that basically what you are looking for?

For reporting a customisable wallboards etc. You'll need to look into Queuemetrics which has integration with FusionPBX.

Ok so it means agent A in the QA takes Sales as a Priority and then gets offered let's say a Technical Call Q B when there are no sales Calls?

 

[lenz]

Yes, however i also need to ensure meeting 80/20 SL levels and ACR rates which is a function of WFM and planning

This you do on the reporting/monitoring side of thing, it's not something that Fusion cares about in itself.

 

[Rishaard]

Let's say you use the FusionPBX Top-Down queue strategy for queue A (Sales) you could have those agents with the most skills in sales in a higher tier and those with lower skills in lower tiers. You do the same for all of your queues. When an agent "John" logs in he may be ranked 30 in Queue A and 2 in Queue B.....so on. Is that basically what you are looking for?

For reporting a customisable wallboards etc. You'll need to look into Queuemetrics which has integration with FusionPBX.

 

[Rishaard]

Depends on what you want to achieve. How may agents do you have and how many queues are you currently running? you can get a long way with a "smart" queue set-up.
As per queue strategy, you want the default

Hi Lenz thanks so does this perform like an ACD - Aspect etc etc?