Auto-DND, The Call Queue's Strike System!
Your business has high volume or high value calls, and both of these mean fast response times are needed. The Auto-DND strike system is for management users who monitor or pull reports on teams and team members taking calls. This tool can be used a myriad of ways to make your business more effective for your clients.
Auto DND will automatically send a user to the DND status after a number of rings (that you determine) have gone by without them answering a queue call. It's important to note this feature for queues requires CCaaS users. When used for just departments, no CCaaS is required. You can enable the feature on as many or as few departments as needed.
Here are some different ways to use it:
-When used with Round Robin (non-queue departments), the auto-DND cuts down on the wait time clients experience since less responsive users will need to manually set themselves back to 'Ready' if they've been missing a lot of recent calls. The most helpful responders won't see strikes, and will be able to help customers swiftly.
-For any management agents monitoring the queues, you'll see an agent/team member put into the DND mode after they get enough strikes from not answering calls. You can put the onus on the agent to set themselves back to ready, common for competitive environments. You can also use a management console so only you can login and set them back to "Ready" status yourself in cooperative environments after seeing why they weren't able to take recent calls.
To enable Auto-DND for a department, follow these steps as an administrative user. Begin by logging into the web administration panel. In the web application, click on your name in the top-right corner and click on the "Go to System Administration" link.
Next, from the Navigation bar at the top of the screen, select "RingByName Setup".
Then click on the "Departments" link on the left side of the screen.
You will see the listing of departments in your RingByName system. Click on the department you want to add or modify auto-DND for. It must be a department that isn't using the 'queue' feature and has enough ringing to trigger a strike, otherwise a user won't ever get put in department DND.
In the configuration area, scroll down to auto-DND on the bottom right.
AutoDND, will automatically places users in a DND mode if they satisfy the set criteria only for calls related to this department/queue.
Answering a call will reset the strike time and any strikes.
Strike time - is the cumulative number of seconds a user's phone must ring without an answer to receive a strike.
Strikes allowed - is the number of strikes a user must receive to trigger AutoDND status.
Minimum attempt time - is the minimum number of seconds a call must ring a user's device(s) to count towards their strike time limit.3-5 seconds is a good starting point, where we start counting for strikes at ring #1.
Lastly, scroll to the very bottom of the page and click the button to apply your changes.
Any agents who reach the strike limit will be put in Dept DND and have this message occupy the screen requring an 'OK' before they can change back to a different status.
Above you can see a sample build we have in place. After 15 seconds (3 rings), a user will get a strike. After 3 strikes, they are put into Global DND and need to be moved back to ready either by their input or their manager's. As seen here, these agents stand out when they 'strike out'. It's built like this because we want the department to have enough ringing to trigger a strike, otherwise a user won't ever get put in department DND. For a default ring time of 5 rings in a department, this build will have any calls that ring for longer than 1 ring to start tallying time for a strike. So every 4-5 rings (basically every missed call) flags a strike. An agent who misses 3 calls in a row without answering any calls is put automatically in DND.