CROSS-MEDIA QUEUING AND ITS COMPONENTS

The term “Cross-media queuing” refers to a call center methodology in which all incoming messages, be it a phone call, an e-mail, fax, interactive voice response (IVR) message, website submission or an instant message, is routed in the same way. As per a resource, Intel provided a whitepaper which states that the cross-media queuing application needs five components. Cross-media queuing is achieved with the help of technology tools that help in creating a queue engine, media interaction modules, agent application modules, configuration and administration modules and a statistical and reporting module.
The specified components and their functions have been described in detail below:

1.A queue engine:

The cross-media queuing requires a queue engine to act as a central coordination point. A system manager configures business rules. This coordination point negotiates all interactions with customers based upon these business rules.

2. Media interaction modules:

Customer queries may be received through a number of channels. In order to accept incoming customer queries from media channels and send the queries to agent applications as directed by the queue engine, media interaction modules are needed.

3. Agent application modules:

Customer queries arrive every now and then at call center agents’ desktops. Therefore, in order to enable automatic management of these queries, agent application modules are needed. The modules could be built by the system developers. Agent application modules can even be modified to be integrated into specific desktop applications.

4. Configuration and administration modules:

Configuration and administration modules are the ones that system administrators can use to establish business rules for routing media configure and manage queuing features.

5. Statistics and reporting module:

This type of module is required for recording and reporting purpose in a cross-media queuing system. A statistics and reporting module records and reports upon the flow of communication. It also lets you measure the system’s performance and record it as well.

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