your customers are happy they don t have to wait in queue for so long. Then the system queues their call and attempts to call them at a convenient time. You can program an Asterisk queue so that when people tire of waiting, they press a digit and get to a menu where they can leave their number. They ask you if you have any better idea on what can be done. The call center manager is mostly concerned of having to hire and train some temp people in order to handle the load that only happens one day a week.
Wait times peak, abandon rates spike, and nobody is happy. It looks like people go riding on weekends and whatever problem they have, they call on Monday morning. Their main inbound activity is to offer client support for a company selling sport bikes, and everybody seems to be calling on Monday morning.
The graph shows the call wait times during the week and boy, it s not a good sight. They run a small (10 agents) inbound call centre, and when you join everybody else in the meeting room, there is a large and colourful graph in the middle of the table. 1 Elastix queue call-back tutorial with WombatDialer You are called in to a client site they seem to have a problem.
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