Genesys Cloud - Main

We are looking for a better way to setting expectations for our clients while joining a queue and within in-queue logic.  

Our queue, in this case, handles many interaction types (voice, email, chat primarily) we also leverage many skills (client specific usually) and there is logic in the in-queue flow that depending on how a client answers a prompt, their priority can be changed.  

The problem with PIQ, to my knowledge, is there is no way to provide a position in queue for a specific interaction type, so we do not use this since we have a blended queue (emails are lower priority, so there are often several waiting to be addressed) and the PIQ for a client in the voice channel is skewed by waiting emails.  

EWT allows us to select a interaction type, which is nice and gets us closer, however with the changes in priority and the number of skills involved here (dozens) EWT is horribly inaccurate.  You might hear on the way into the queue that your EWT is about 5 minutes only to wait in queue for a few more minutes and if I were to share EWT again in queue, the EWT might actually grow (depending on circumstance of course).  

Ideally, although the math would be difficult, EWT or PIQ could take skills and priority into consideration and therefore provide a reasonable EWT and if we chose to share EWT through the wait, we would be able to indicate to the caller that their EWT is shorter or even their PIQ is reducing.  

I have not been able to find a solution to this.  Anyone else run into a similar issue using EWT or PIQ and is there hope?  Much like I've trying to provide my clients -- indication and hope that their interaction will be answered at some point soon and being able to demonstrate that by providing an improved EWT or PIQ message.  

Thanks for listening.  

Dan
#ArchitectureandDesign

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Dan DeSive
Acendas Travel
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Currently, you must divide the media into different queues.  There is an Idea for this here :Architect - PIQ (Position In Queue) | Genesys Cloud Ideas Portal (aha.io)

The only other way would be to count the number of interactions in the queue for a particular media and minus one.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 05-02-2022 11:27
From: Dan DeSive
Subject: Setting Expectations with EWT or PIQ

We are looking for a better way to setting expectations for our clients while joining a queue and within in-queue logic.

Our queue, in this case, handles many interaction types (voice, email, chat primarily) we also leverage many skills (client specific usually) and there is logic in the in-queue flow that depending on how a client answers a prompt, their priority can be changed.

The problem with PIQ, to my knowledge, is there is no way to provide a position in queue for a specific interaction type, so we do not use this since we have a blended queue (emails are lower priority, so there are often several waiting to be addressed) and the PIQ for a client in the voice channel is skewed by waiting emails.

EWT allows us to select a interaction type, which is nice and gets us closer, however with the changes in priority and the number of skills involved here (dozens) EWT is horribly inaccurate.  You might hear on the way into the queue that your EWT is about 5 minutes only to wait in queue for a few more minutes and if I were to share EWT again in queue, the EWT might actually grow (depending on circumstance of course).

Ideally, although the math would be difficult, EWT or PIQ could take skills and priority into consideration and therefore provide a reasonable EWT and if we chose to share EWT through the wait, we would be able to indicate to the caller that their EWT is shorter or even their PIQ is reducing.

I have not been able to find a solution to this.  Anyone else run into a similar issue using EWT or PIQ and is there hope?  Much like I've trying to provide my clients -- indication and hope that their interaction will be answered at some point soon and being able to demonstrate that by providing an improved EWT or PIQ message.

Thanks for listening.

Dan
#ArchitectureandDesign

------------------------------
Dan DeSive
Acendas Travel
------------------------------

I understand this, yes.  Splitting media types in different queues has been considered and might be where we must go -- however, ideally, Genesys enhances this in such a way, as mentioned, to take into consideration a few more details beyond queue and interaction type, like skill and any artificially adjusted priority.  

Such a great system overall, so I hold out some hope that this will one day be addressed. 

I'm not a mathematician, and can certainly understand the calculation here is significant already, but selfishly I need more.  

Thanks for your feedback.

d

------------------------------
Dan DeSive
Acendas Travel
------------------------------

Original Message:
Sent: 05-02-2022 11:34
From: Robert Wakefield-Carl
Subject: Setting Expectations with EWT or PIQ

Currently, you must divide the media into different queues.  There is an Idea for this here :Architect - PIQ (Position In Queue) | Genesys Cloud Ideas Portal (aha.io)

The only other way would be to count the number of interactions in the queue for a particular media and minus one.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 05-02-2022 11:27
From: Dan DeSive
Subject: Setting Expectations with EWT or PIQ

We are looking for a better way to setting expectations for our clients while joining a queue and within in-queue logic.

Our queue, in this case, handles many interaction types (voice, email, chat primarily) we also leverage many skills (client specific usually) and there is logic in the in-queue flow that depending on how a client answers a prompt, their priority can be changed.

The problem with PIQ, to my knowledge, is there is no way to provide a position in queue for a specific interaction type, so we do not use this since we have a blended queue (emails are lower priority, so there are often several waiting to be addressed) and the PIQ for a client in the voice channel is skewed by waiting emails.

EWT allows us to select a interaction type, which is nice and gets us closer, however with the changes in priority and the number of skills involved here (dozens) EWT is horribly inaccurate.  You might hear on the way into the queue that your EWT is about 5 minutes only to wait in queue for a few more minutes and if I were to share EWT again in queue, the EWT might actually grow (depending on circumstance of course).

Ideally, although the math would be difficult, EWT or PIQ could take skills and priority into consideration and therefore provide a reasonable EWT and if we chose to share EWT through the wait, we would be able to indicate to the caller that their EWT is shorter or even their PIQ is reducing.

I have not been able to find a solution to this.  Anyone else run into a similar issue using EWT or PIQ and is there hope?  Much like I've trying to provide my clients -- indication and hope that their interaction will be answered at some point soon and being able to demonstrate that by providing an improved EWT or PIQ message.

Thanks for listening.

Dan
#ArchitectureandDesign

------------------------------
Dan DeSive
Acendas Travel
------------------------------