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  • 1.  Interaction Allocation?

    Posted 10-15-2024 04:11

    Hi,

    Does anyone know the rules for allocating the workload?

    We have a small team of three (A, B, C).

    A is top priority for calls and emails

    B and C are lower priorities for the same queues

    A is continuously getting emails, but does not receive any calls or live chats. Seems as though when A is dealing with an email, no other interactions will reach her but instead will be allocated to B and C.

    I have checked the settings within the VCC and all is set to 'yes' in terms of offering a call/live chat whilst on an email, but I can't seem to work out how the work is handled by the system/why it's allocated the way it's allocated? 

    Even if it was a case of length of time available - if A is top priority on that queue, should the call not be sent there?

    Thanks for any help, appreciated.



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    Shannon Sweeney
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  • 2.  RE: Interaction Allocation?

    Posted 10-15-2024 06:43
    Edited by Alina Maxim 10-15-2024 06:51
    Hi Shannon,
     
    thank you for choosing Blended Interactions, I have taken a look into your config manager and see that not all agents are set up the same (which makes sense considering how they are all designated to mostly focus on 1 type of interaction).
     
    Looking further, I do see a number of agents who are set up as 3 chats/1 email and then have 0 for the interaction type selector fields. With this setup, those individuals will not get any chat or call as long as they are actively handling an email; so in a situation where email traffic is heavy, they will never get calls/chats.
     
    This being said, I would add that prioritization is queue skill set based. Also, considering the many variables at stake, in case enabling chat/call from the  interaction type selector field does not give the expected result your best course of action would be to get in touch with our talented support team here.
     
    Finally, I am also adding the Blended Interactions user guide here even if I am sure you have already perused it. 



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    Alina Maxim
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    Original Message


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