First-In Line


First-In Line automatically calls back to manage customer experience.  This application records wait times and call handle times playing call traffic controller.


The FIL platform benefits:

  • First in Line automated callback; calculates customers expected wait time
  • Immediate Callback.  Manages position within queue for requested agent skills and proactively calls customer first and connects to proper agent, virtually holding their place in line
  • Scheduled Callback.  This allows the customer to choose from a variety of times in the future to schedule a callback for a requested skill-set agent to resolve their request
  • Allows customer to opt-in for immediate or schedule callback
  • Managed Callback levels:  It manages callback levels during the day on a per skill basis to help manage staffing levels
  • Dashboard and Operational Reporting:  Gives you minute-by-minute statistics on the effectiveness of the system
  • Business Reporting:  Allows you to enter trunk, agent and supervision costs and provides financial metrics to justify your investment
  • Troubleshooting and repair coordination/tracking

Service Level Targets & Availability

  • Standard Service Level Agreement based on customer Priority preference requested within Footprints
    • Low Priority - Maximum two business days to reply and resolved within 10 business days or less
    • Medium Priority - Maximum one business day to reply and resolved within 6 business days or less
    • High Priority - Maximum 4 hours to reply and resolved within 2 business days
    • Urgent - Immediate response by service manager or designee; response team identified within 30 minutes Solution as soon as possible; all team members on task until resolved; goal is 4 hours

NOTE:  Vendor Involvement Required: Completion of Service Order based on vendor availability

  • Service Center availability is 7 a.m. to 5 p.m. Monday-Friday excluding all posted holidays
  • Outside hours by special arrangement with an agency
  • Limited support is available for after business hours, weekends, and holidays
  • Changes or troubleshooting would require scheduling with vendor
  • Requires OIT Request for Change approval

Service Rates: (per quote)

Options Available for Additional Charge

  • Software license
  • Software Support Maintenance-monthly recurring fee
  • Virtual hardware
  • Customized programming $350
  • Storage for database
  • Training - $350 plus expenses
  • Web/application server
  • Customized programming and recording - $350/hr. or per quote
  • All project work is billable.
  • All audit-related work is billable
  • All costs associated with Indefinite Hold requests will be direct billed

Customer Expectations

  • Provide a completed service order with requirements

To get help or order this service

  • Orders for new installations, changes, moves or removal of services are required to go through your Agency’s Telco Coordinator; charges may apply that requires authorization.  (Find your Telco Coordinator.)
  • Agency Telco Coordinator must submit a fully populated service order form per instructions; enter a new Assyst ticket in the “Office or Landline Service" at
  • Report trouble with service: