Welcome and Interaction::Queue Management

Queue Management Aggregate Function permits to manage queues when customers need to interact with the CSP customer service representatives (CSR), whatever the channel:<br/><ul>
<li>in shops, the customer can go to the reception desk, be identified via NFC or can self-register via automatic desk</li><li>by phone, via the customer phone number, the customer identifier, ...</li><li>on web portal, via the customer credentials</li></ul>
<br/>When an interaction is initialized and if the CSR can't be immediately identified or is not available, the Queue Management Aggregate Function permits to associate the interaction to the relevant team - or team member - queue, depending on the type of request.<br/>It can also manage<br/><ul>
<li>priority assignment, depending on the customer (ex: premium customer) or on type of request</li><li>waiting time calculation - and customer information</li><li>possibility to make an appointment</li></ul>
<br/>When the CSR is available, this function can trigger a SMS push, for example, to inform the customer (via the Interaction Management function).<br/>