Feature

Contact centre

Queues that hold callers instead of losing them, a wallboard the supervisor can read from across the room, and the ability to listen to a live call and help without the customer knowing.

The 3CX switchboard panel, listing calls in progress with the caller, the agent, the queue and how long each has been running.

What it does

Queues that route on more than order

Send the call to whoever has been idle longest, to the whole group at once, or to the agents with the right skill. Callers can keep their place and be rung back rather than holding.

A wallboard and a live switchboard

Calls waiting, longest wait, agents available, calls handled today. On a screen on the wall, and on the supervisor's own panel.

Listen, whisper and barge in

Listen to a live call to coach. Whisper to the agent without the customer hearing. Join the call when it needs you. This is how new agents get good quickly.

SLA alerts and wrap-up time

Set the service level you promise and be told when it slips, while the shift is still running. Give agents time between calls to finish their notes.

What it looks like in practice

A BPO in Westlands

Mornings were the problem. Far more calls arrived in the first hour than the team on shift could take, and the only sign of trouble was clients complaining later in the week.

The wallboard now shows the queue depth as it builds, so the team leader moves people off email while it is happening rather than afterwards. New agents are signed off in days instead of weeks, because their supervisor can listen in and whisper the answer instead of taking the call over.

An illustration of how the feature is used, not a named client. Our clients appear by name only once they have agreed to it.

Which edition you need

Which 3CX edition includes each capability on this page.
Capability	Basic	Pro	AI
Call queues and queue strategies	Not included	Included	Included
Live wallboard and switchboard	Not included	Included	Included
Skill-based routing	Not included	Included	Included
Callback instead of holding	Not included	Included	Included
Listen in, whisper and barge in	Not included	Included	Included
Wrap-up time and SLA alerts	Not included	Included	Included

If you run outbound campaigns, ask us first

Inbound is where this system is strongest, and it is what the features above are built for. Outbound dialling is the area where contact centre products differ most from one another, and it is not something we will describe from a brochure. Tell us what your campaign actually does and we will show you on a live system what it does and does not do, before you buy rather than after.

See it on a real system

A 30-minute session on a live system, walked through in your own terms. No obligation, and prices in KES.

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