jstrittmatter's avatar
jstrittmatter
Active Contributor
2 years ago
Status:
Delivered

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.  

Contact Center Features

6 Comments

  • KateG's avatar
    KateG
    GoTo Manager
    11 days ago
    Status changed:
    Reviewed by moderator
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    Delivered

    jstrittmatter, 

    There have been updates, Currently, you can set agent schedules, select a schedule based do-not-disturb and then set their status to auto-update. Then they will not receive call rings, including queue calls outside their indicated schedule.


    The only override is if a Contact Center supervisor on a dashboard unpauses the agent, then the auto-update will be ignored and force the agent into available.

    Let me know if you have any questions.

  • KateG's avatar
    KateG
    GoTo Manager
    8 months ago

    jstrittmatter 

    I've checked with the team, additional ring strategies are coming in Contact Center, as well as improvements. Having the current ring strategies consider the agent shift is being considered, but it's currently not on the timeline. We will continue to share your interest with the team. Thanks for sharing your use case, it's very helpful. 

     

  • jstrittmatter's avatar
    jstrittmatter
    Active Contributor
    8 months ago

    KateG 

    Any progress on the Ring Strategies and the rolling 24 hour period?

    Early this morning we had the following scenario happen:
    Agent1 - worked a 10a - 6p shift on 10/16/2024 and then logged back into the queue from 12:03 am - 2:00 am this moring, 10/17/2024.

    Agent2 - logged in at 12:00 am - 7:00 am this morning, 10/17/2024.  

    Agent2 received all calls between 12:00 am - 2:00 am.  There was one call at 1:11 am that waited in the queue for 50 seconds.  Our connect timeout is 20 seconds so that call should have rolled over to Agent1 but it did not and it kept ringing Agent2 until she answered it.  

    The system should not be ringing the same agent after the first connect timeout unless we only have one agent in the queue.  I understand the system ringing Agent2 for all new calls but once the call times out after 20 seconds it should ring a different agent, using the same ring strategy but ignoring Agent2 since the call timed out.

    Hopefully there can be a solution to this issue sooner than later.  

  • KateG's avatar
    KateG
    GoTo Manager
    2 years ago
    Status changed:
    New
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    Reviewed by moderator

    jstrittmatter thanks for this suggestion and all of your input around this feature. I have shared this with the team.