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- Jun 24, 2020
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Background:
I manage a 3CX server for a contact center that has over 30 queues.
Each queue is for a specific client, so when the agent answers the phone they can answer in the clients name and the caller hears an intro message about who they have called and that the call will be recorded.
The owner has always setup the queues with a prioritized hunt polling strategy, so they can control who is getting the call for what client first. The goal is for each agent to only have to work with the CRM for 3 -5 clients and not have to be logged into the 30+ CRM instances. Each client owns their own CRM, and the contact center only works with clients that use this specific CRM.
The question:
If the queues are switched to a "skills based routing fewest answered" polling strategy, does that take into consideration that an agent is part of multiple queues, or is it a per queue fewest answered strategy?
Thank you so much for any assistance!
I manage a 3CX server for a contact center that has over 30 queues.
Each queue is for a specific client, so when the agent answers the phone they can answer in the clients name and the caller hears an intro message about who they have called and that the call will be recorded.
The owner has always setup the queues with a prioritized hunt polling strategy, so they can control who is getting the call for what client first. The goal is for each agent to only have to work with the CRM for 3 -5 clients and not have to be logged into the 30+ CRM instances. Each client owns their own CRM, and the contact center only works with clients that use this specific CRM.
The question:
If the queues are switched to a "skills based routing fewest answered" polling strategy, does that take into consideration that an agent is part of multiple queues, or is it a per queue fewest answered strategy?
Thank you so much for any assistance!
