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Precision Queues or Smart Queues

  • 1.  Precision Queues or Smart Queues

    Posted 19 days ago
    Edited by Shane Smith 19 days ago
    Does PureConnect have an equivalent feature to Precision or Smart Queues. This action would be triggered to share calls to other queues based on a pre-defined setting like, avg wait time, calls in queue, etc...


    Thank you
    #Routing(ACD/IVR)

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    Shane Smith
    Health Partners Plans, Inc.
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  • 2.  RE: Precision Queues or Smart Queues

    GENESYS
    Posted 19 days ago
    I am not familiar with that terminology, however you can certainly make routing decisions within Attendant, or in a Handler, based on metrics like the ones you describe. For example, if the avg wait in the queue is less than 2 minutes, place it in the queue. If it's between 2 and 4 minutes, offer4 a callback. If it's over 4 minutes, force to callback. (Obviously, those values are simple examples, as are the actions). You could also choose between queues based on something like number of calls in the queue, although depending on the nature of the queues and the calls, you may find it more efficient to combine the queues. If necessary, you can sub-divide them using skills. (It all depends on exactly what you are trying to achieve)

    I strongly recommend you attend the "Configuring Call Flows" class for more information on this. For more complex requirements, the Handler Training (ICHD) whould be appropriate.

    HTH

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    Paul Simpson
    Senior Technical Instructor
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  • 3.  RE: Precision Queues or Smart Queues

    Posted 14 days ago
    Thank you

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    Shane Smith
    Health Partners Plans, Inc.
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