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  • 1.  Distributing chats amongst agents who can handle multiple interactions

    Posted 10-17-2023 04:11
    No replies, thread closed.

    Hi all,

    I wonder if there's a better way for us to be distributing our chats (web messaging sessions).

    We have agents on a queue, all who have equal skill levels assigned, and they can all handle multiple interactions at once. 

    What we're finding is that the chat distribution will "fill up" the first agent before moving onto the next. E.g. If there are two agents, A and B, who can handle three chats each, it will allocate three simultaneous chats to agent A while agent B is waiting in Idle.

    Instead it would be preferable if it routed one chat to A, one chat to B, and then if another chat comes in while those are still active it would go back to A, then to B and so on.

    Is there some setting I've overlooked that would make this work this way?

    Thanks.


    #DigitalChannels
    #Routing(ACD/IVR)

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    James Dunn
    Pitney Bowes Inc.
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  • 2.  RE: Distributing chats amongst agents who can handle multiple interactions

    Posted 10-17-2023 09:39
    No replies, thread closed.

    When looking at skills-based routing, you have to realize that at present, Best Skills considers agents with the highest skill first and uses idle-time as a tiebreaker.  With All Skills, agents have to have all the skills assigned, but selection is done using idle-time first then looks at skill as a tiebreaker, which would be rare.  With Disregard, it is just idle time and no skills.  Unfortunately, we don't have anything like PureConnect.  What some customers do is cap calls to higher skilled agents and reset that cap throughout the day.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: Distributing chats amongst agents who can handle multiple interactions

    Posted 10-18-2023 05:08
    No replies, thread closed.

    Hi James,

    Routing multiple interactions to agents does create a bit of headache with how routing decisions work.
    I guess over time the number of interactions they handle evens out but you'll often get cases where one agent is free and another gets a second interaction.

    Testing the organisation wide setting Routing Includes Agent Presence did make it a bit better for one of our customers, although this affect all interactions so you might not wanna test that.

    In the end we used Preferred Agent routing instead, since we wanted agents already in "chats" to get new "chats" so blended users would be free for calls.
    In the incoming flow we check the status of agents in queue and build a preferred agent list out of that.

    But looking at it you would be able to do the same to route interactions to IDLE agents, or based on number of interactions they currently have.
    You would need to check the status of the members in the queue and then check number of interactions they are handling if you want to rank them based on number of interactions.



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    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------

    Original Message


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