Call center administrator guide

This section walks administrators through everything needed to stand up a working inbound call center: agents, queues, ring strategies, SLA targets, wallboards, and recording.

Recommended order

1. 1

   Set up your agents

   Pick the extensions that will take queue calls and turn them into agents. See Set up agents.

2. 2

   Configure the queue

   Create the queue, set music on hold, prompts, and a fail-over destination. See Queue configuration.

3. 3

   Choose a ring strategy

   Decide how Drömlik picks which agent rings next. See Queue ring strategies.

4. 4

   Set SLA targets

   Define what "good service" means for this queue. See SLA targets.

5. 5

   Roll out the wallboard

   Give supervisors and team leads a live view of the floor. See Wallboard overview.

6. 6

   Turn on recording (if needed)

   Record calls for quality, training, or compliance. See Call recording and review.