Operator queue position - longest waiting

[safespothotline]

It would be really cool if operators could see what position they were in the queue based on the polling strategy. We use longest waiting and people are able to sign on and off at random, and if they could see in the panel who has been waiting the longest, they would be able to jump over to do stuff around their house or whatever. Seems like an easy feature to add because the system is already doing the math to use the polling strategy. Thank you!

 

[NikosT_3CX]

@safespothotline the agents can login to the web client for example and see the caller, the Queeue ( on the Callee colum ) and the time they caller has spent inside this Queue.
So the most the time is, the longest the caller waits.
For the agents, what you ask for does not exist and i think this is not the main purpose of being an agent in a Queue

 

[Alphabetic]

I agree..

what agent cares about the position a caller is in...

 

[safespothotline]

I think you’re both mistaken with what I’m suggesting. Our operators want to know what position THEY are in, not the callers (we aren’t that busy). “Longest waiting” is not the longest a caller has been waiting, rather the longest an operator has been idle. We don’t work shifts so operators log in and out at random and have no idea who is the next operator up for a call.

 

[NikosT_3CX]

@safespothotline this is not something standard and this mainly depends on how many callers are in the Queue.
For example now there are 3 callers and and there are 3 agents to take these calls.
The 4th agent now will not take any call, but if 2 more calls come in then the agent will be polled.
So by the time the callers are not fixed and can be updated at any time, even if the agent sees his/her possition this can change in 1 second.

 

[safespothotline]

Yeah, but you are assuming that all hotlines are that busy. We may have 7 operators active over the course of 3 hours but only get 2-3 calls. If Operator 6 can look at the thing and see that there are 3 operators who have been idle longer than him, he can feel more comfortable going to the bathroom or making a sandwich. This is especially true when working with volunteers.

If you had a "Queue Idle Time" column here on the panel, it would be easy to see who had been on longer than you to give yourself an estimate

 

[Alphabetic]

I get what youre saying..

but then where do you stop?

Show the hunt in 3's... round robin.. skills of agents.

Maybe you can look in the ideas section and upvote it...

The panel view would be great if filtering / ordering could be applied.

Personally, I would like to be able to filter agents by logged in/out.

There could be a toggle from within Settings > View for "Show queue agents by poll position"

 

[safespothotline]

Yeah I think that it would be nice to have a visual representation of poll location regardless of the polling type being used. It is just helpful for hotlines like ours where you have a bunch of people and not a lot of callers.