There are times when our users must close their entire queue for a team meeting. We have created the following options for them to use:
1. We create an emergency group that is tied to the call routes for that queue
2. We assign an inbound call flow (MEETING) to the Emergency Routing for the Call Route
3. The team goes to a meeting, they activate Emergency
We have instructed them that they must clear any waiting interactions before leaving their desks.
This does not prevent any calls that are transferred directly to the queue.
So, we've told them that they also have to change the inqueue flow in the queue voice tab to also be MEETING. That should prevent calls from being transferred to the queue and then being abandoned.
However, even if an agent does a consult transfer to the Meeting Team, and hears the message that the team is in a meeting, and cancels the transfer and goes back to the call with the customer - the call still shows as an abandoned call.
That doesn't seem right. It should not affect KPIs negatively when we've done everything to 'close' the queue for a meeting.
Anyone else have this issue? How have you addressed? (We have thought about modifying all the call flows to check for agent status - but we really do not like having to 'code' to get around irresponsible behavior such as everyone on the queue taking a break together - for example)
Any suggestions, ideas, commiserations, welcome!!
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Brenda Wynne
Alcon Vision LLC
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