If you succeed with your plan, you are inviting a whole host of new problems, so be warned. I know because I was asked to try to accomplish the same thing. Now we are playing a lot more phone tag with our customers than before, however, we reduced the number of agents who were abusing the callbacks and hanging out post wrapup without the callback being disconnected, etc. In the end, I am not sure if we truly are any more efficent. I think we just shifted things into different stats.
Anyways, we accomplished this in a different, but similar way, but I think it is better.
1. Created a callback skill
2. Set the queue to Bullseye and we remove the callback skill after 15 minutes (it started at 45 minutes, then 30, and now 15). We optimized the skill removal over time, as we worked to staff the callback skill appropriately and while tweaking callback priorities too.
3. In our In-Queue flow, when a callback is requested, after number verification, if a "CB Schedule" is active, we use the set priority action to raise the callback priority and we skill and queue the callback.
The goal was to have prefered agents to handle callbacks, so we wanted callbacks to be prefered for the small group of agents who are skilled for callbacks. These are agents who have demonstrated that they can handle callbacks efficiently. This way they get most of the callbacks and calls don't win as we've upped the callback proirity to 15 minutes. Now the bulk of the agents get calls first. Now the bullseye gives us an overflow capability so that the callback team has backup. Now this snowballs at times, so we've been working to staff the callback team while bringing the thresholds down, so that we can keep the difference between average time to answer as close as possible. Currently calls are still winning, but the difference went from nearly 30 minutes of deviation down to about 5 or so.
Not sure the business case you have, as that is still not clear, but we are doing this temporarily until the callbacks beta is to a point where we can switch to it and have auto-dial and auto-disconnect.
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Ryan Cheesman
Senior Manager, IT Integration Services
Tandem Diabetes Care Inc. | positively different
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Original Message:
Sent: 12-07-2022 01:56
From: Akihiko Suzuki
Subject: Is it possible to set queue priority?
Hello, please give me some advice.
·Purpose
I want to lower the priority of the callback and respond to the inbound first.
·detail
If there are no free agents in queue A,
Transfer to queue B and accept the callback.
If the agents who can receive queues A and B set the ON queue,
Queue B's callback is assigned immediately.
I want to respond to queue B's callback when queue A's interaction is gone.
I thought it could be achieved by setting the priority of the queue, but I can't find the setting.
How can we do that?
#Routing(ACD/IVR)
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Akihiko Suzuki
NEC Corporation
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