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B3Networks Academy Service Updates

Updated: Mar 3


Dear B3Networks Valued Partners,


We’ve rounded up resources to help make your 2022 processes more efficient than ever.



What's new in our Products?

 

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Call Center Overflow Type

Background:

There are 3 scenarios that define incoming calls as Abandoned:

  1. The call hangup by the caller.

  2. The agent did not pick up the call.

  3. The call hangup by the system after reaching the Maximum queue size or Maximum waiting time.

However, the system will not particularly classify which calls are which scenarios. Therefore, it leads to the confusion of Supervisors.


Solution:

As a result, our team decided to release a new call type named Overflow which identifies the incoming calls that were hung up by the system due to the Queue's Capabilities (Queue size and Waiting time).


Overflow calls are divided into 2 categories as follows:


1. Overflow - Hangup:

  • If users select Hangup as an action for reaching the queue size/wait time limits.

2. Overflow - Callback:

  • If users select Callback as an action for reaching the queue size/wait time limits.









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