This article explains the configuration and function of SMS enabled Call Queues
Option | Description |
Initiation Keyword | The keyword that needs to be sent by the client to enter the SMS queue |
Initiation Message | This message is what will be returned to the client when the correct initiation keyword has been received |
Initiation Needed Message | The message returned to the client if the message sent does not include the initiation keyword |
Termination Keyword | This is the keyword that can be sent by the client to exit the queue or end the session |
Termination Message | This message is what will be returned to the client when the correct termination keyword has been received |
No Agents Message | The response sent by the system if the client tries to initiate a session while there are no active agents in the queue with SMS enabled |
Several call queue statistics are available to call center supervisors. SMS Volume (SMS_VOL) is the number of SMS sessions that were handled for a queue. SMS Average Handle Time (SMS_AHT) is the average time it took an agent to handle an SMS session from the start to finish.