RE: Ability to prioritise queues or workstreams
Hi Dan,
Do you use a push based work distribution mode for both the voice and record workstream?
We also route multiple work item types (voice, chat and record) to our agents, but only chat and voice calls are pushed to agents - records are always picked, when time allows. I.e. agents default status is available (for voice calls or chats). When no real-time work items are on queue - they manually pick records to reply to emails.
There is a workaround to try and control this based on agent status but it's quite messy.
1. You set the work item limit to your chat capacity profile and your voice capacity profile to one (1) work item.
2. You set Allowed presences to Available and Busy on your voice and chat workstream.
3. You set the work item limit to your record capacity profile to x items (e.g. 1 or 3)
4. You set Allowed precenses to Available and Busy on your record workstream.
This will result in:
1. An agent that is working with one or multiple records will have their status set to Busy, but the system can still push through a chat or a voice call (since you've allowed that to status Busy). If an agent has an important email or other admin work that makes them unable to answers calls or chats - create a custom "Admin" status (based on OOB DND status) which will block any requests.
2. An agent working on a chat or in a voice call will have their status set to "Do not disturb" (since their capacity is full as you've restricted their work item limit to one chat/voice item). This means the system cannot push through an email if they're on the phone or in a chat (I'm guessing you already have this setup atm if all of your channels are push based).
Hope this might be of some help. But I agree, there should be a prioritization ruleset between the different workstreams.
Cheers,
Kristine
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