What are the different Queue-strategies available?
Choosing strategies allows you to allocate incoming calls in the way most suitable to your business requirements. You can choose from one of the four available strategies for the call-handling:
- Ring All: This allows all 'available' agents in the group to receive calls simultaneously. Any agent can answer the call.
- Round Robin: This setting remembers the last agent tried, and new calls are directed to the next agent in the round queue. This will ensure that all agents receive equal amount of calls.
- Agent with Fewest Calls: Notice one of your agents lagging behind in the number of calls answered while the other has been answering all calls and getting burdened? This setting puts fair-play back in the game. As the name suggests, calls get transferred to the agent with the lowest number of calls answered.
- Agent with Least Talk Time: When one of your agents is new and needs more time to answer, work on and wrap-up calls, 'Ring All' or 'Round-Robin' could mean added pressure on this agent. If you want to ensure that the quickest and most efficient callers take the chunk of your calls, bring this strategy into play and watch your hold time & resolution time go down effectively.
Coming soon: Longest Idle Agent - This feature will allow you to route calls to the agent who has been idle for the longest time.
You can set/change strategy of your call-group at any time from your SuperReceptionist, 'Call-Group' tab in the 'Settings' page.
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