One important feature of a call distribution system is the ability to queue calls at busy periods. OPEX recognises the importance for managers to be able to see what is happening in the call queue on specific numbers at any given time.
The OPEX Call Craft Application provides the ability for managers to view a highly-customisable real-time dashboard. This dashboard provides instant access to important information like:
- The number of people in the queue
- The longest time someone in the queue has been waiting
- The average wait time in the queue
The system also allows you to set specific alerts and thresholds so that you can be pro-actively notified if something is not as it should be in the call queue.