Just wanted to support Vaun's comments here as well. Historically you may look at building out the queues based on the customer side of the conversation however you may find it far more optimal to focus on how those customers will be served from the resource side and build it back up from there.
When we think about the routing/queue configuration we need to take into account how the resources will be onboarded, trained and developed to complete that work, you also then need to consider the reporting and performance management outcomes on the backside of the customer conversations.
Here is a simplified version of the items to consider.
More importantly the configuration is somewhat core to most of your outcomes taking a more holistic view of the topics to cover and consider this graphic may also help. Taking into consideration how the whole ecosystem works together typically leads to a high level of success.
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Cameron Smith
VP, Product Management - Workforce Engagement Management
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Original Message:
Sent: 09-08-2022 04:07
From: Vaun Mccarthy
Subject: Single Queue or Queue per Interaction Type
Yep Greg's comment here is fair. While on paper you can have a single queue be for all media types, in reality that means you're expecting all agents on that queue to be able to handle each of those media types and of equal proficiency. If that's not how your actual workforce is, then you'll need to add skills per media type (and potentially even language skills).
While it does mean you end up with more queues than the bathroom at the end of a concert, you can filter them (including filtering interactions based on media type) if you pick a reasonable naming convention... maybe V_xxxx, E_xxxx where V=Voice and E=Email. Needs some thought into how you'll be reporting/monitoring/resourcing - and on the resourcing note what you'll be doing in the WEM space.
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Vaun Mccarthy
Original Message:
Sent: 09-07-2022 20:32
From: Greg Barrett
Subject: Single Queue or Queue per Interaction Type
We found that having separate Queues for each channel was actually easier to manage. Supervisors can easily add and remove agents from Queues and the interface worked well. However, attempting to change Utilization or Skills is not so easy and is needed to control the types of transactions in a single Queue. We are also considering a blend based on the business needs as well.
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Greg Barrett
Outdoor Network LLC
Original Message:
Sent: 02-20-2019 17:14
From: Karl Reed
Subject: Single Queue or Queue per Interaction Type
What is the best practice....
A Single Queue for all Calls, Chats, Messages, Callbacks, etc.
- If so what's the Supervisory Views and Reporting impact?
OR
A Queue per / for each type of Interaction?
#DigitalChannels
#Omni-ChannelDesktop/UserInterface
#Routing(ACD/IVR)
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Karl Reed
Elingo (Pty) Ltd
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