User Experience Insights
Sap CCtr – In Queue Message Configuration
This article was written to give an idea about what we can do with Sap Contact Center (BCM) in case we have many calls and few agents. Suddenly you may realize that you have too many calls waiting in queue and agents are not able to handle all the calls. This can happen for several reasons, it can be a general fault in your system or network, earthquake, or also for promotions/offers you have provided to your customers. Calls waiting in queue vary from:
- prompt length
- prompt content
- solution you provide through prompt
- order of the prompts
Otherwise customer is unlikely to hear every message or long messages that you may have created.
During to customer waiting time in queue, you may realize that 60-70% of the customers will hear first message, 30% will hear the second, 20% the third, 10 % the fourth etc. which will highlight the importance of how you order your prompts.
Different industries can have different approach of in queue messages, each industry has best practices where you search and refer to.
In Queue Message Configuration
Go to Prompt – Add New
Do the same thing with Prompts section (Queue management – Prompts)
Go to Steps Section – From here you can define different types of prompts.
But first of all you have to create your own prompts. You can refer to sap document on how to create it. SAP_CCtr_Advanced_Training_Configuration_Part_2_FP16
Those are some functions you can use:
- check how many agents are serving in queue
- check the average waiting time in minutes
- check the position in queue
- create call back request
- play different prompts – information’s, offers
An example can be as below:
Default selections are as shown in print screen above. Also it is possible to create some Pauses between prompts.
- Customer start serving to the queue, all agents are busy.
- [0-10] Customer will listen 10 seconds music (Ex: Beethoven – Fur Elise)
- [10-18] After music you can record a prompt where you can say: Dear customer all agents are busy, please stay online…
- [18- 25] You can play music again (Beethoven – Fur Elise)
- [25-45] In this time interval you can play another prompt with duration 20 sec. Ex. Dear customer you can reach us also from Facebook, WhatsApp, Viber, Chat etc.
- [45-50] Create a 5 sec Pause
- [50-60] Play music again 10 sec.
- [60-75] Play another prompt. Till now customer has been waiting and listening in queue messages. In total 75 seconds.
9. 75 seconds waiting and still agents are not free. In this moment you can ask the customer for a Call Back request.
– Press 1 to create a Call Back request or
– Wait to connect with an operator.
For that you should select the source from which you are accepting calls and perform change in forwarding option.
Go to Queue Management – Queues – Select any Queue- Contact Management – Forwarding.
Extension for Default Queue will be IVR number for Call Back request.
Max. Waiting Time: in our scenario will be 75 sec.
If you put 100 sec in max waiting time, this means that prompts in queue message will start again from the beginning. After 100 sec call will be transferred to call back IVR.
10. If customer wait’s to connect with an operator, system will start playing all prompts from the beginning until first agent became free.
You can choose if you want to repeat same prompts from the beginning, or repeat last step only, or play prompts in Random Order.
Last step to be configured is Queue schedules:
It is not mentioned here:
- how to create a prompt,
- how to upload a prompt,
- how to create Call Back Ivr.
Those are other topics and you will find enough information’s/examples in Sap Help Portal https://help.sap.com/ how to do that.
Reading this content will give you a full picture of how queue prompts works, and that is different from IVR configuration. Also you will be able to create your own in queue messages. I think it will be helpful. Feel free to comment on this blog post and tell about your own use cases.