From what I understand, Asterisk doesn’t support BLF for displaying when calls are sitting in a queue (i.e. green = empty, red= calls in queue).
We’re at the point now where I have to make our queues only include staff members who are fully trained on a particular task, rather than including everyone in order of ability to handle it. Unfortunately, with a small staff, there are times when all members of a particular queue are unavailable. If I also leave my desk for 10 minutes and can’t monitor the queues, we could lose a customer.
Any recent innovations in BLF as far as queues go, or a different suggestion? As a small business, I’m trying to avoid mandating early-to-late working hours as a resolution, where morale is going to become a bigger issue.
Bonus points for an idea that also allows an agent to pull a call from a queue without my involvement.