![]() ![]() In this tutorial, we will not be discussing dynamic welcome messages for each caller’s position in the queue - rather, to reduce strain on the web app and limit the number of Aircall API calls made, we will instead use “ranges” instead of “exact” positions.įor example, once an Aircall phone number reaches five inbound callers waiting in its queue, we can dynamically change the welcome message to say (for the next inbound caller) something like: “There are between five to ten callers ahead of you. call.created events), which will affect how you calculate inbound call queue sizes.īased on the size of the queue, the app will also dynamically change the welcome message of the Aircall phone number (describing typical wait times for the caller’s current position in the queue), as well as update any agent’s Insight Cards (as long as they are assigned to the Aircall phone number) with the current inbound call queue size to provide them additional visibility into the queue so they can better manage their time servicing customers. call.ringing_on_agent events) and not applicable for Classic phone numbers if an IVR is an entry point (e.g. In addition, certain Aircall webhook events are not applicable for IVRs (e.g. Please note, however, that IVRs will impact the application logic, especially when calculating call queue sizes since you will not only have to monitor the queues for the IVR number, but also the “Classic” Aircall phone numbers to which the IVR options are routing to. The scope of this tutorial will primarily focus on helping you understand how to build a small middleware web application that will keep track of the inbound call queue size for every relevant Classic Aircall phone number.įor this tutorial, we specifically focus on “Classic” Aircall phone numbers, although somewhat similar logic can still be applicable for “IVR” Aircall phone numbers. By utilizing both techniques, we can improve the inbound call queue experience for both parties involved. Being able to manage this experience is a fundamental key to success - for both your clients and your agents! With Aircall, we can accomplish this by using custom messages to level-set caller expectations for typical wait times (based on their position in the queue).įrom a user perspective, we can also leverage custom Insight Cards to provide agents additional visibility into the current size of the queue while they continue to receive inbound calls. The inbound call queue experience is the initial entry point to your service and support teams for all your valuable customers. ![]()
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