Multimedia Contact Center terms and definitions 597
Multimedia Contact Center terms and definitions
Agent Requeue Time
The Agent requeue time is the length of time a contact sits in the assigned agent’s inbox before it is re-queued
(put back into the same queue and offered to the next available agent).
When an agent receives a contact and fails to respond to the contact after X seconds, Multimedia Contact
Center places the agent in Make Busy and re-queues the contact. This re-queued contact has priority over all
others and will be the next contact message answered.
Auto-acknowledgment Message
The Auto-acknowledgment message is a message that is automatically sent to the client upon receipt of the
clients email. For example, “Thank you for your interest in prairieFyre Software. We have received your email,
and it is being handled by one of our agents. Please expect a reply shortly.”
The response message is created with the Responses tab.
Hold Requeue Timeout
The hold requeue time is the length of time an email message sits in the assigned agent’s queue before a
warning is flashed to indicate that the email message will soon be reassigned to another agent’s queue if not
answered.
Interflow Queue
The interflow queue is the queue the email message is directed to when it first arrives at a company’s email
address.
Interflow Time
The interflow is the path along which the email message is directed. The interflow time is the length of time the
email message will wait in the queue that the interflow directed it to. This ensures the email message does not
go unanswered for long.
Media Server
The media server is where Multimedia Contact Center and Contact Center Management organizes and
distributes email and phone calls throughout your company. If your company is large, you might have several
media servers.
Name
The name is the queue name. For example, the name might be Q1.
Non Available Request Timeout
Multimedia Contact Center knows which agent answered which email. If a customer has already received a
response from an agent but has further questions, the customer’s next email is directed back to the original
agent. However, that agent might not be available. The non available request timeout time is the length of time
the email will sit in the original agent’s queue before being forwarded to another agent. If the non available
request timeout is 60 minutes, and an email is sent after office hours, then the email would be forwarded to
another agent.
Overflow Agent Group
The overflow agent group is the agent group that an email message is forwarded to because the email
message was not answered by the primary agent group within a set period of time (the overflow time). The
email message is placed in the queue of the overflow agent group in addition to keeping its place in the first
queue. The first available agent in either group answers the call.
If the email message is not answered by overflow agent group1 within the overflow time, it is placed in the
queue of overflow agent group 2 in addition to keeping its place in the first queue (primary agent group) and
second queue (overflow agent group 1). There are three possible overflow agent groups: overflow agent
group 1, overflow agent group 2, and overflow agent group 3.