call offers for the longest wait time
RCX system prioritizes agents based on their overall Available Status time for the day, rather than their current Highest Availability:
-agents who have recently returned from an offline state (such as breaks or lunch) receive calls before those who have been continuously available.
-to better accommodate the varying preferences of our clients, we kindly request the addition of an option to enable or disable this feature. This adjustment would allow clients to configure their queues according to their specific needs and ensure a more equitable distribution of calls.
We understand that this behavior aligns with the current design of RCX, where an agent's overall available time is accumulated rather than resetting with each offline period. However, this has led to some challenges for our users, who have noted that agents who have been available continuously are not receiving calls as expected.
Franz Ferrey
shared this idea
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James
commented
I pulled this screenshot from the "Intro to inbound call routing in RingCX"
The 2nd paragraph states "By default, the call is distributed through the queueing engine to the next available agent assigned to the queue"
When I read this, that makes me believe the next call goes to the rep who has been available the longest.
Is there any way to confirm the priority here or I am misinterpreting what is being said in the screenshot?
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Gianny
commented
Having the system properly route, calls to whoever's been waiting the longest, would greatly improve team productivity and make things a lot smoother and balanced for everyone.
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Iain
commented
Swift implementation would ensure our team / dept performs to the best of our abilities
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Norman
commented
assumed, this was the case. I'm surprised this isn't default. ensures true distribution
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Becky
commented
This would allow our team to be more productive and serve our customers in a more time effective way
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Lucy
commented
This is really important to the distribution of work within our team. For our function, the team, of 55, are regularly in and out of different states,completing differing off phone tasks for our customers. Allocating calls based on an Agent's highest available time to take a call, rather than the longest time between when they last actually took a phone call, would provide a better spread of overall workload.
Another example of where this allocation of calls would better suit our service would be relating to the types of calls we take. Our service is not based on transactional type calls and therefore there is a big difference in the length and complexity of the calls we take. This can mean that call lengths regularly vary between 1 minute to over an hour. This variety translates into the length of time it takes an agent to make the notes from the call (in wrap time). Where an agent has been talking for 50 mins, wrapping for 20 mins and then receives the next inbound call - over an agent that has been sat in 'available' waiting for a call for 15 mins is not an even spread of work. -
Gia
commented
Calls should be received exactly in the way a queue or line works. If 3 agents are available and 4 are on other non-call related tasks - the calls should just cycle through the available 3 agents. So the agent at the top of the line gets the first call and once they complete their call, they go to the back or end of the line/queue. Anyone returning from unavailable to available gets put at the end of the queue and the system simply cycles through available agents in turn.
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David
commented
A straight round robin without any modifying math would work well for us as we have work tasks as un-available status which agents should not be effectively penalized for by giving them incoming calls ahead of staff who have not been working on such tasks.
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