Request for Call Queue Visualization Tool
We have faced some inconsistencies with our call queue priorities in the past, and would like to see if it would be possible for a tool to be put into place to give a visualization to the actual placements and priorities of the staff in a rotating call queue; while notating the idle time or current status would be nice, simply seeing where staff are in relation would greatly assist in our reading of statistics and be able to deduce details without requiring direct support.
Taijon
shared this idea
-
Keith
commented
I 100% agree with this. Call routing based on longest idle time is confusing to our agents because there is no visibility of the idle time. They can see status time, which despite our best efforts to educate, still causes confusion. We need more options on how calls are routed, and we need better visibility on why they are routed. If routing is based on idle time, then there has to be a way to see the idle time.