Inbound Call Center Overview

Cloud Voice includes an inbound call center that lets your team field customer calls at scale. It distributes incoming calls to the right people, keeps waiting callers informed, and gives supervisors the tools and metrics they need to keep service levels high, so your agents can resolve inquiries faster and callers leave more satisfied.

What the call center gives you

What is a call queue?

A queue is a virtual waiting line. Incoming calls are held in the order they arrive and handed to agents one at a time as agents become free. Most of the features below are settings you configure on a queue.

• Automatic call distribution. Incoming calls are matched to the best-suited agents using the rules and criteria you define, so each inquiry reaches qualified staff without delay.
• A better wait for callers. While callers are in a queue, you can keep them engaged with useful information: their place in line, an estimated wait time, callback options, holiday greetings, and any other prompts you want to play.
• A shared workspace for supervisors and agents. Two browser-based views, the Wallboard and the Queue Panel, let supervisors track and fine-tune performance against live metrics while giving everyone a clear picture of queue activity as calls come in.
• SLA tracking. Measure your queues against the targets in your Service Level Agreement (SLA) so the team consistently meets, or beats, the standard you have committed to.
• Reports and analytics. Analyze call center activity by time range, agent, or queue. Share live or historical results with your team as graphical, downloadable reports, and schedule reports to run automatically on a recurring basis.

Who does what

Access to the call center and the tasks each person can perform depend on the role they are assigned.

Roles are assigned by the system administrator

The Supervisor (Queue Manager) and Agent roles are not self-service. A system administrator has to assign them before those users can reach the Wallboard, Queue Panel, or agent portal, so plan to finish the administrator setup first.

Role	What they do
System administrator	Runs queue management end to end: creating queues, configuring how they behave (call distribution, announcements and music on hold (MoH), overflow and timeout handling, and other queue preferences), assigning managers and agents, setting up the call center, and managing its reports. See the Call Center Administrator Guide.
Supervisor	A user given the Queue Manager role by the system administrator for a specific queue. Supervisors watch queue performance, manage the calls in their queues, and oversee their agents. See the Call Center Supervisor Guide.
Agent	A user given the Agent role by the system administrator. Agents handle the live call interactions that come through the queues. See the Call Center Agent Guide.

Jump to your role

Reading this to do a specific job? Administrators should continue with the Administrator Guide, supervisors with the Supervisor Guide, and agents with the Agent Guide, all linked in the table above.