How "ACW" status improves Average Speed of Answer (ASA)

In the previous article, we talked about existing scenarios for handling incoming calls, as well as figured out why sequential strategies are better than parallel dialing. You can read more about this in «Inbound call distribution: 5 basic setup options for cloud or on-premise PBX».

However, recall that in sequential scenarios, the system selects a free operator and directs the client's call to them. Only after the expiration of the dialing period will the PBX direct the call to the next employee in the queue. And so on down the list.

However, it often happens that a free (according to the system) operator can’t actually receive a call because they’re absent from the workplace or is otherwise busy with ACW. It’s easy to assume that, in this case, the PBX will dial up to the employee until the specified time expires. This will certainly lead to a protracted wait for a response from the client since there may be several such operators.

But protracted processing can be avoided if the operator signals the system that it cannot take the call. For example, by disconnecting from the PBX for a while. That is, by performing SIP de-registration via closing the softphone or switching it to offline mode when not at the workplace. However, at the moments of ACW it can be inconvenient. Let’s not forget about the notorious "human factor” as well, when the operator simply forgets to signal their busyness and hastens to create notes about the call.

It was with this question that one of our clients approached us, pushing our team to their own solution to this problem.

Having tried various options, our specialists have developed the "Reject calls when the Busy status" setting.

However, most PBXs, for example, Asterisk and FreePBX, continued to persistently dial up to the operator. The result was the following: the softphone rejects the call, the PBX calls again, etc.

Therefore, it was decided to add one more setting: "Disconnect from PBX when the status is Busy". This was the solution to the problem. Now, the softphone is automatically disconnected from the PBX after the call ends so the operator’s able to calmly and efficiently carry out ACW.

The setting has been successfully verified in the call center of one of our clients. The entire department consisted of 12 operators involved in processing incoming calls. Before connecting the new setting, the average latency was 18 seconds.

After connecting, the waiting time decreased by 24% on average, from 18 to 14 seconds, and the response rate increased by 7%.

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