Logic during queueConfigure how to handle calls in long queue |
Wrap up time
Seconds between ended call until agent autmoatically can receive new call from queue. Set zero (0) for manual handling.
Ask customer
Set if customer is to be given a question in the beginning to enter ticket number or customer id. This can then be used for screen popup of customer view in the ticket hanldling platform or in any other external CRM platform.
Create ticket directly
Configure if tickets should be created automatically for incoming mail. If not your mail will be placed in an inbox to be handled manually. Choose update current if you just want one open concurrent ticket per customer
Conditions for creating tickets
Choose contacts for which tickets will be created automatically
No auto ticket for answers
Do not create ticket autmatically if subject starts with Re, autoanswer, etc. (are considered as answers)
How a contact is notified
Choose if and how agent send mail and text nofifies to contacts
Suffix with ticket number
When mail is sent out to contact a suffix with ticket number is added to the subject like:
Heading ticket nnn
Ask before sending
Set if agent must confirm before sending answer out to contact.
Send answer
Choose if customer will be sent answer directly and if so how this auto answer will be written
Record incoming instant calls
You can later listen to recording from the call log
Recor outgoing calls
You can later listen to recording from the call log