CTM Weekly Digest: March 22, 2019

We are constantly working to improve our platform, and are pleased to announce that the following enhancements will be released next week:

  • Updates to Queue Routing: When configuring a call queue, you’ve always had the option to route calls to a menu, smart router, number, or another queue when no one in the designated queue is available for a call.  Now, you’ll also have the option to route those calls to a specific agent.  This is a great way to ensure that important calls are routed to the next best person when your busy team isn’t able to answer.

  • Better Best Match: If you’re using the auto dialer feature to automate your outbound phone calls, you can now choose to have the dialer select from a particular team’s Best Match phone numbers.  This is a handy option if you have dedicated groups of numbers for different teams of agents within the same account. 

  • Wrap-up and Ringing Statuses in Real Time: The real-time agents dashboard now includes wrap-up and ringing statuses, giving you an even more complete view of each agent’s activity.  Increased visibility empowers you to spot routing or staffing issues more easily and gives you better insight into the minute-to-minute activity of your teams.

Questions?

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