Symposium Return to Queue 1

[Bonzo19]

When a call returns to queue - either due to time out or an agent pressing a button - it goes back to the end of the queue. Is there a way to get these calls to return to the beginning - or next in queue. Thank you.

 

[Utreg]

Educate the agent is the answer, since there is no technical solution for this (this is how a Contact Center works).
If a call is presented to an agent that call must be answered by that agent (the agent should be in the 'Not ready' state if the agent is not able to take calls).

Run the 'Agent Performance' report; 'Skillset Calls Presented' should be equal to 'Skillset Answered'. If these do not match (re)educate the agent(s).

 

[GlennTho]

Actually when a call returns to queue on Symposium or AACC, it does not go to the end of the queue (unless there are calls with a higher priority in front of it). The call is marked to be the next call presented.
again the only way the call is not presented next is if it has a lower priority (you can mark queue to skillset with priority X (1 to 10) in your scripts/call flows).

I agree with Utreg this is an agent training issue. you can pull a short calls report in the reporting tool to see what agents are playing games.

I hope that helps.

Glenn Thomas ACIS AACC Contact Center.

 

[irvjam]

One other place to check is Configuration - Skillsets - Call Age Preference should be set to Oldest.
If you want priority given to the oldest contact in the system, select Oldest. If you want to give priority to the first contact in the queue, select First In Queue.

 

[Bonzo19]

Thank you irvjam - this worked!