Symposium Questions

[mt6322]

We are trying to figure out how to best man our queues and I have a few questions I hope someone can explain the following: Thank you.

What does it mean when someone is in a high priority in one queue and in a low priority for another? When does the person in a low priority for a queue get a call from that low priority queue? What is it based on ? Is there a time threshold? For example, if someone was holding for XX number of minutes for high priority person, then it automatically rolls to the low priority person? Or, does it automatically roll to low priority people if all high priority people are unavailable?

If both queues had a number of calls waiting and a representative becomes available, would the rep automatically get the next call from the queue they were in a high priority for? Or, would they get the call that has been waiting longer, no matter which queue it is waiting in?

 

[carolien]

Priority on agentlevel:
for example:
Agent group A has prio 1
Agent group B has prio 2
If a call arrives it will look for an available agent with the highest prio (= 1). When everybody in group A is busy, the call will be presented to an agent with prio 2.

So this priority on agentlevel only works when there is no queue!

Priority on skillsetlevel:
for example:
All calls from resellers get skillset Sales with prio 1
all other calls get skillset Sales with prio 2
All agents are busy and a call(A) arrives with prio 2. Next call(B) arrives with prio 1.
If now an agent becomes available he will get call B because of the priority of the call. Call A must wait till there are no calls with prio 1 anymore.

This is why you have to make sure that the priority of calls changes to higher priority after x seconds/minutes.