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CallCenterComponents 04

The document describes the key components of a call center, including the call service queue which uses a first in first out approach to order participants. The queue has attributes like the head participant who arrived first, each participant's position, and waiting time. On hold music is played for participants while they wait in the queue. Agents serve participants from the queue by answering calls, taking breaks, transferring calls, and entering data.

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Samarveer Singh
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56 views2 pages

CallCenterComponents 04

The document describes the key components of a call center, including the call service queue which uses a first in first out approach to order participants. The queue has attributes like the head participant who arrived first, each participant's position, and waiting time. On hold music is played for participants while they wait in the queue. Agents serve participants from the queue by answering calls, taking breaks, transferring calls, and entering data.

Uploaded by

Samarveer Singh
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Call Center Components

• Call Service Queue – First in First Out.


Queue Attributes
• Head Participant
The one that arrived earlier
• Participants position
• Waiting Time
How long they have to
wait to be served.
• On hold music
While they are waiting in
Queue they would like to
have some music to so that

1 2 4 5
they will not be bore.
Abandon Call or participant
That leaves the queue while
waiting.
Call Center Components

 Agents – that serve the participants that are queued.

• Answers calls in due time


• Can take breaks
• Transfer calls
• Enter data in CRM or App.

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