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  • 1.  Remove agent from receiving callbacks

    Posted 05-07-2025 12:39

    Is there a way a representative can remain in one of our queues but not receive a callback from that same queue?  Example, all representatives in our Deposit queues will receive live calls and callbacks from that queue.  We would like our new hires to only receive live calls.  Is this possible?  Thanks!


    #Workforce Management
    #Routing

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    Rob Luckett
    Workforce Analyst Manager Member Service Center
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  • 2.  RE: Remove agent from receiving callbacks

    Posted 05-08-2025 00:25

    Hi Rob, 

    I believe you can achieve this either by using skill-based routing specifically for callbacks, or by routing callbacks through a separate queue.

    Hopefully others might have alternative solutions too.

    Regards

    Phaneendra



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    Phaneendra
    Technical Solutions Consultant
    Monash University
    Australia
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    Original Message


  • 3.  RE: Remove agent from receiving callbacks

    Posted 05-08-2025 10:38

    @Rob Luckett - If we are talking about Queue Callbacks or Prequeue callbacks due to high call volume, the functionality of Auto Dial and Auto End basically may callbacks work the same as a live call. 



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    Gina Palmer
    Manager, Workforce Management
    Papa, Inc.
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    Original Message


  • 4.  RE: Remove agent from receiving callbacks

    Posted 05-09-2025 07:43

    I think you can achieve this through Agent Utilization, set the Utilization for 0 (zero) for the callback channel and they will not get callbacks.



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    Judy Jimenez, Call Center Operations Manager
    CURE Auto Insurance
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    Original Message


  • 5.  RE: Remove agent from receiving callbacks

    Posted 05-09-2025 08:14
    Edited by Matt Lawson 08-05-2025 09:30

    If you don't want new hires to receive callbacks at all, you could update their utilization to 0.

     



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    Stacey Sanchez
    PACU- Workforce Operations MGR
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    Original Message


  • 6.  RE: Remove agent from receiving callbacks

    Posted 05-09-2025 10:48

    Thank you!!!!



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    Rob Luckett
    Workforce Analyst Manager Member Service Center
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    Original Message


  • 7.  RE: Remove agent from receiving callbacks

    Posted 05-09-2025 13:23

    We use star skilling and front-end priority skill to get the calls and answer by the right agents identified for that day.



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    Robert Gacula, Manager, Workforce Management Team
    American Specialty Health
    RobertG@ASHN.com CA, San Diego.
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    Original Message


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