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Polling strategy depends on several queues' statistics

Discussion in 'Ideas' started by skridas, Feb 16, 2017.

  1. skridas

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    Feb 16, 2017
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    Hello,

    DESCRIPTION: our call center uses 2 queues ("Main" and "Backup") with polling strategys "Fewest answered". Both queues has the same agents, but agent lists aren't identical. If all agents in "Main" queue are busy, then new call transfers to "Backup" queue after 30 seconds and wait for 150 seconds. If agent (he is in both queues) finish previous call (from "Main" queue), then he gets waiting call from "Backup" queue. When our call center get bigger amount of calls and some agents get more calls from "Backup" queue than others - at the end of the day they have bigger calls' statistics.

    SUGGESTION: in poling strategy "Fewest answered" let choose several queues and count the same agent's calls in these queues.