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Options for Call Queuing

Options for Call Queuing. Approach: Check for the agent availability in first in Primary, then in Secondary and then in Tertiary skill If no agents available to handle call in all three skills, QUEUE calls based on certain statistics such Min EWT as shown in the diagram

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Options for Call Queuing

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  1. Options for Call Queuing

  2. Approach: • Check for the agent availability in first in Primary, then in Secondary and then in Tertiary skill • If no agents available to handle call in all three skills, QUEUE calls based on certain statistics such Min EWT as shown in the diagram • Once the call is QUEUED to best suited skill continue with the queue treatment and till call gets answered by the selected skill • Issue: • No Issue • (Since call has been queued to only one skill group and will be eventually answered/abandoned against the same skill group none of the statistics will have any impact in this scenario.) Option 1

  3. Approach: • Check for the agent availability in first in Primary, then in Secondary and then in Tertiary skill • If no agents available to handle call in all three skills, QUEUE call to all the skills • Once the call is QUEUED, continue with the queue treatment till call gets answered by either of the skill • Issue: • When any of 3 skills answers the call, rest of the skill will have call DEQUEUED event reported. Thus in this case EWT of the rest of the skill will have adverse effect for next incoming call. • Also SLA for rest of the skill who haven’t had answered event will get impacted as calls will be counted as offered and de-queued. Option 2

  4. Approach: • Check for the agent availability first in Primary, then in Secondary and then in Tertiary skill • If no agents available to handle call in all three skills, QUEUE calls to primary • After playing EWT based message check for the agent availability in Secondary • If agent is available ROUTE call to Secondary after de-queuing call from Primary • Or Continue with the queue treatment and keep on checking for agent availability in Secondary/Tertiary skills at various points during queue treatment till either Primary skills answers the call OR agent becomes available in Secondary or Tertiary skill. • Issues: • If call is answered by Secondary skill when it was already waiting in queue of Primary skill then in that case WAIT time of caller while he was queued to Primary skill will not be captured against Secondary skill and hence ASA for Secondary skill will not reflect correct picture. The WAIT time will also not be considered in calculation of ASA for Primary skill as the call was already de-queued from that skill. • Calls which were placed in queue of Primary and answered by Secondary will have adverse effect on EWT of Primary skill for next incoming calls in to same queue. • Service Level for Primary skill will also be affected due to this as calls will be counted as offered and de-queued against Primary skill Option 3

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