Call Queues
Improving the wait time and caller experience for everyone.
Terminology
Call Queues
A phone system waiting line that manages incoming calls
Admin
Office managers or business employees that manage the settings for their Weave account
Agents
The employees who answer the phone calls or use call queues
Patients
The end users who call the offices
The Why
Weave users were hacking together a way to create some sort of semblance of a call queue. CSMs and PMs were seeing this consistently, which led to making call queues a priority.
The Problem
Offices had an influx of calls during Covid because of curbside services and waiting procedures. This led to long wait times and abandoned calls which happened frequently.
Objective
Create a digestible, useable configuration page within Weave’s Admin Portal for users to create call queues to satisfy their agent’s, patient’s, and business’ needs. The goal for most offices was to lower call wait times, avoid abandoned calls, and relieve the stress and chaos of office employees.
Empathize
Conceptualize
Design
Understand the User
What were the office’s paint points?
What were the user’s wants?
What were the user’s needs?
User Interviews
Increase in incoming calls
Abandoned phone calls
Complaints from patients
Research
Several preliminary user interviews
Look at the business data
Talk to CSMs
Office Data
Looking at average wait times - sometimes up to 40 minutes!
How many incoming and abandoned calls in a day
How many phones, numbers, and agents they had answering the phones
Empathize
Conceptualize
Design
Strategy
Create OSTs for each separate user (admin, agent, patient)
Identify the most important paint points and needs
Prioritize features
Opportunity Solution Trees
Overwhelming amount of different flows
Solutions led to more questions
We have to account for the different ways users will want to configure call queues
Categorize configuration needs
Ring Options (for agents)
Devices (for admin)
Caller Experience (for patients)
Include Engineers
Prioritize based on technical needs
Know what is feasible
Compromise and adjust
Empathize
Conceptualize
Design
Once we defined the important features, design began
What patterns already existed?
Focus on configuration page first
Explore agent’s digital experience in V2
Ring Options
How do user’s want devices to ring?
How do we visually display ring order?
Devices
A pattern that already existed across Weave’s phone system in the Admin Portal.
Caller Experience
We could use existing phone settings patterns
Position announcement and hold times were new features
Having an escape option
Outcomes
The users we frequently talked to had Call Queues enabled when we were in a good spot.
Good user feedback
Less patient complaints
Easier experience for employees