We have a group in PureCloud who is taking live customer calls as well as internal tech calls from out in the field. They have prioritized the IVR for the tech's as they have work alone policies and procedures in place that requires them to check in, while customers are not set at a priority.
With the busier time of season, we are seeing longer wait times and customers are being offered call backs (which they take) and callbacks are taking priority over inbound tech calls regardless of the priority we are placing on the ACD routing.
I have been looking at different ways we can route them with a higher priority, regardless of any callbacks waiting in the system, and have found the following that might work for us.
1- in the Contact Center Utilization, set a callback to be interrupted by a voice call. Agents who are offered a call back will then receive voice calls as they come through the system.
- Issue would be if the voice call is another customer.
2- Increase the service level of the voice calls, & lower the service level of the callbacks. Thoughts would be that the agents would have prioritized voice calls over callbacks due to the service levels.
3- Tech calls route to a new queue or desk phone instead of mixing in with the customer calls.
Has anyone else solved this type of issue? Our biggest driver being that the tech might dial us instead of 911 if they are stuck on the side of the road injured.
#Routing(ACD/IVR)------------------------------
[Erin] [Neufeld]
[Business Systems Analyst]
[Kal Tire]
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