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Queue-Call distribution improvements

Lefteris

July 07, 2022 14:52

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Fewest or Least call algorithm should be improved so as to take into account the "Agent timeout" time. At the moment if a call is passed to an Agent that for some reasons (e.g. network problem or leave his position without set pause) doesn't answer it, the call will stay there till the "Max.Waiting time" strategy takes over. This means large delays in call handling, possible loose of calls, so the result will be unhappy customers.

So, the idea is no matter which Ring strategy is chosen, if the agent doesn't answer a call, Queue should pass to the next available agent according to the chosen strategy.

To avoid sending a call to this agent there should be Queue option, that will automatically place this agent on pause till he fixes the problem and manually set to unpause.

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4 comments

• 0
  
  Chris July 08, 2022 01:44

  Hi Lefteris,

  Not sure whether you have try the "queue callback" feature.

  For example you can set "Agent Timeout" = 30s, then enable "callback" feature and set "Request Callback Method" = "Auto trigger after the timeout" and set "Timeout" = 60s.

  By doing all these, when a customer calls in, if he/she doesn't get response in 60s, queue callback will be triggered and then any available agent can initiate a callback to this customer.

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  Lefteris July 08, 2022 14:30

  Hi Chris,

  Thanks for the answer.

  The customer is not interested in the Callback strategy. So this cannot be a workaround.

  I strongly believe that the purpose of the ring strategy should be the call delivery to the agent according to distribution algorithm of each strategy. Then if that agent cannot answer the call, it will send to the next available agent keeping the chosen Ring strategy philosophy.

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  Chris July 11, 2022 01:42

  Hi Lefteris,

  I'm sorry your customer is not interested in the Callback Strategy.

  Do you think there is a problem with the distribution algorithm for these two ringing strategies(Rrmemory/Linear)?

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  Lefteris July 11, 2022 10:58

  Hi Chris,

  I was working with Rrmemory a few months ago. Then the customer noticed that some agents that were very productive were answering more calls than others. So we changed to fewest so as to pass more calls to the agents being less productive. Then we noticed that the fewest calls algorithm is not trying other agent if for some reasons the already chosen one is not answering. In the linear and as well as Rrmemory algorithm  the above problem doesn't exist.