Call Queue Strategies

[wyztech]

I'm curious about a few things with the call queue strategies--specifically the "least talk time" and "Fewest answered".

What is the algorithm for these two strategies? We operate a call center that has staggered start times. Employee A will come in at 8 while Employee B comes in at 10. If A has answered 10 calls in two hours, does that mean B will get the next 10 calls or does it base it as a percentage of time in queue?

Basically, we want to more evenly distribute calls among agents (currently using hunt random), but want to make sure we're not going to slam people with calls just based on their start time.

 

[roland_3CX]

Hi Wyztech,

If the call statistics for the Queue are reset, then caller B will receive the call since caller A started answering calls at an earlier time. If the Call statistics have not been reset, the strategies will prioritize the next agent based off the statistics. That said, strategies are based off the statistics. One possibility would be to created two separate Queues. The first queue with an early shift and second Queue with a late shift.

 

[wyztech]

Thanks, but multiple queues wouldn't work since we have staggered starts every two hours and people in and out of the queues all day long for various other projects.

I was really hoping that it would take the statistics in relation to time logged into queue.