Queue management from DACX Ameyo allows you to dynamically manage your call queues while prioritizing your customers and offer personalized services. Blend all media queries in one queue and streamline to the right location via skill based, rule-based or need-based policies.

Users can be grouped based on certain properties for optimal workgroup management. Agent queues can be configured with specifications such as queue names, queue strategy, queue priority, date added or modified and description. Queues can be added, deleted or modified from a single unified interface. Users can be assigned to, or removed from available queues in just a single click. Moreover, specific skill-based queues can be created, as agents can be classified in different workgroups as per their skill-set.

Customers can listen to informative messages during wait times allowing users to capitalize on cross-selling and up-selling opportunities. In case the wait times are longer customers are notified and allowed to request for a callback or leave voicemails so that the agents can revert to them at a convenient time.

The user interface can also be customized to offer a complete view of incoming calls to the users. In such a case, the user can prioritize customers and pick and choose the high priority customer and serve him in a specialized manner.

Music / Message in wait times

• Wait Time Notification
• Call Parking
• Queue View
• Missed Calls List