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jstrittmatter
Active Contributor
2 years ago
Status:
Reviewed by moderator

Ring Strategy Issues/Ideas

The issue we are having is either staff at the end of their shift get slammed when using "Fewest Sent to Agent " or when we use "Fewest Answered" those coming onto a shift get slammed.  The real issue is with part time staff that work a day or two week so they have nothing in the rolling 24 hour period.  

 

I know it would take a good amount of work but in a Queue we could create shift times and assign agents to a shift.  This would help no matter what ring strategy the system could take the shift information into account and avoid agents being slammed at the start or end of their shift.