Interaction Centre
Calls, chats and meetings with customers: the queues they wait in, who is available to take them, and what each one turned out to be about.
13 steps · 10 questions · 8 screens on this shelf
The screens on this shelf
- Interaction Desk What is waiting, who is available, and what is happening right now. Click to call, take a call, and close it w
- Interactions Every call, chat, meeting and message with a customer. The disposition is the field that makes a desk countabl
- Queues What customers wait in. The columns are the promises a desk makes: answer within this many seconds, offer a ca
- Queue Staffing Who staffs each queue and how good they are at it. The proficiency is what makes skill-based routing worth hav
- Who Is Available Where each person is right now, and whether the platform agrees. They disagree constantly — somebody on a Team
- Recordings What was recorded, whether the caller was told, and when it must be destroyed. Most regimes cap how long a rec
- Dispositions The reasons a call can be closed with. Configuration rather than free text, because a disposition somebody typ
- Connected Channels Teams, Zoom, Twilio, a contact centre, an email provider — what this company can actually reach a customer thr
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