Robeeta Office Smarter Call - User Manual

Robeeta Office Smarter Call - User Manual

6.3 Outbound Queue

The Outbound Queue page displays calls queued for customers.

Follow these steps to manage the Outbound Queue:

  • Select the Outbound Queue menu from the CDR option.

  • Date filtering options include "Set Dates," "From Date," and “To date" for precise search capabilities.

  • To find specific Outbound Queue, utilize the Quicksearch and Status filters, then press the "Search" button.

  • Fig 6.6
  • In the Outbound Queue, status indicators include "Open," "Close," "In Progress," and "Timeout."

  • Agents waiting in the queue are marked with an "Open" status.

  • When a call is received and an agent engages with a customer, the status transitions to "In Progress."

  • After the call ends, the status changes to "Close."

  • If the allocated wait time is exceeded, the status becomes "Timeout."

  • By clicking the Tag icon, a form named Outbound Queue-View is opened, displaying details of Outbound Queue for the specific call.

  • Fig 6.7