Call Queue SMS settings can be managed in the call queue settings popup under the SMS tab. This tab is only visible if Queue SMS is enabled on your account. You must be an Office Manager or Call Center Supervisor to manage these settings.
Contact Verve support if you would like this feature activated on your account.
Enable SMS Toggle: Set to yes or no
Initiation Keyword: The text a customer must submit to be entered into the queue.
Initiation Message: The response a customer receives when their message is queued.
Initiation Needed Message: The response a customer receives if they need to submit the keyword.
Termination Keyword: The text a customer can submit to end the chat
Termination Message: What the customer will see when they have ended the conversation.
No Agents Message: What the customer will see this if no agents are signed in or available.
You can set the number of Max Simultaneous SMS Sessions per agent in the Edit Agents screen.
Requirements
To configure these settings you must have an SMS Number in the Inventory page assigned to the queue, with a Treatment of “Call Queue”
Each Agent within the queue must have their individual “Max SMS Sessions” setting set to one or more
Call Center Agent Usage
When an incoming message has been sent into the queue, Call Center Agents assigned to the queue will be offered a Queue Session Invite.
Upon accepting, the Call Center Agent will have ownership of the active queue message session for the duration of the conversation. In order to complete the session, the Call Center Agent can press End or the customer can type the termination message for that call queue.
Message history for these conversations will be stored within the agents personal message history.
This feature is only available via the Voice Portal and is not supported within the mobile app.
SMS Statistics
SMS Statistics are now available to Call Center Supervisors in the “Queue Stats” Call Center Reports.
SMS Volume (SMS_VOL) is the number of SMS sessions that were handled for a queue.
SMS Average Handle Time (SMS_AHT) is the average time it took an agent to handle an SMS session from the time of accepting until being ended by the agent pressing the End button, or the customer sending the termination message.
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