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  • 1.  Looking for smarter ways to manage queue & skill settings per shift

    Posted 04-10-2025 08:32
    No replies, thread closed.

    We are an outsourced contact center servicing numerous clients. Our agent schedules consist of shifts, with each shift involving many queues. We frequently move employees from one shift to another, almost daily. This means many clicks are required to configure both queues and skills. We underestimated the complexity introduced by having numerous separate queues. Team leaders spend a significant amount of time on this daily-for instance, managing 20 agents who sometimes handle dozens of queues and skills.​

    We have recently tested an app, the User Templates app. This app allows us to create templates and more efficiently set the queues and skills. Unfortunately, the app doesn't support marking queues as inactive. As a result, Traffic cannot quickly activate an agent on a different queue (since inactive queues aren't selectable in the 'Queue performance' report).​

    Does anyone have suggestions on how we can efficiently manage settings per shift with minimal effort? We are exploring several possibilities:​

    • We are considering a feature request to the User Templates app developer to enable marking queues as inactive.​

    • We considered Bulls Eye routing, but this rapidly leads to breaches of service level agreements (most clients require < 20 seconds).​

    • Could tagging, Weight or labeling agents help us control routing more effectively?​

    • Could we configure queue and skill settings directly from scheduling tools (we are considering upgrading to CX3)? We read about 'Automatic queue assignment' as an idea, but it seems no steps have been taken towards its development yet.

    Your ideas are more than welcome. Thanks in advance!​


    #Routing(ACD/IVR)

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    Frank Bruijninckx
    Consultant
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  • 2.  RE: Looking for smarter ways to manage queue & skill settings per shift

    Posted 04-10-2025 17:21
    No replies, thread closed.

    Hello Frank,

    Welcome to the Community! While I'm not quite sure how you could do this in an efficient manner, I hope that someone from the Community can weigh in on a potential way to accomplish this for you.



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    Jason Kleitz
    Online Community Manager/Moderator
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  • 3.  RE: Looking for smarter ways to manage queue & skill settings per shift
    Best Answer

    Posted 04-10-2025 21:19
    No replies, thread closed.

    Not sure what your best option is, but here are a few for consideration:

    Have you tried managing queue membership through groups instead?

    You can set Skill Groups, ie group membership is based on skill, and then queue membership is based on that group. So all you have to do is add/remove skills? or add/remove to a group. Which should at least cut down the clicks a bit.

    Instead of adding / removing queues, just have keep everyone in the write queues/skills and only deactivate / activate the queues they should be on that day. - 

    You could also of course do any of that through CLI or APIs, if you have anyone who can write a batch file or a script that reads from a file for who is moving to what group.

    You may need to go back to basics, and look at your resourcing model, why are staff moving between shift, is there a better way to manage staff assignment?



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    Anton Vroon
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