Cherry Picking a caller from Queue?
One of the most requested features we hear is the ability to “cherry pick”. This feature allows an agent to see callers in queue and then pick the caller they want. Now many call centers shutter at the thought of agents being able to do this, but others consider it a very valuable tool. We have NOT yet implemented cherry picking a caller from queue, but we think we have the next best solution with the Dextr Dashboard “live look” feature.
With the Dextr dashboard you have an empirical view of what is happening in your call center in real time. Dextr has a widget that displays a list of callers in queue, along with the queue they are in. Most folks find this very useful even if we cant yet “cherry pick” them.