Call Queuing in ICM

[shravan hebbar]

I am looking at the best queuing stratergy for the a better customer experience. I have attached three approaches in the PPT file that I could think of. Let me know if there is any better queuing techniques which will not adversely affect the reporting because I dont want the reporting guys to write an complext query to track the call at skillgroup and TCD level.

Looking forward for replies.

[Joe Gilbert]

If the goal is a better customer service experience, I would go with option 2. Option 2 will answer the call before option 1 or 3 because the call is queued to all 3 skillgroups and as soon as a person is available in any of these skillgroups the call will be presented.

Option 2 will also result in less of your employees doing nothing while there is a call waiting in queue.

The only downsides to option 2 are the reporting and statistics gathering for the skillgroup. I am currently using a queuing system similar to option 2 and I only use call types for reporting purposes.