Prioritize PQ for Agents

[kfbaluyut17]

Hi All!

Is there a way we can set a PQ priority for agents? The Proficiency level of Attributes settings are only for Agents available, but not for PQs that are already on queue. Setup is below:

Precision Queues:

PQ1: ATT1<=10

PQ2: ATT2<=10

Agent1 Skills:

ATT1=10

ATT2=1

Agent2 Skills:

ATT1=1

ATT2=10

Scenario:

No agents available at the moment. Call for PQ2 came in first and is now on queue for 5 minutes, then call for PQ1 came in last.

Requirement:

Agent1 will need to login and should be able to take the call for PQ1.

Is there a way to achieve this requirement? Any inputs is greatly appreciated. Thanks!

Ken

[david.macias]

I'm not 100% following I think you made a mistake in your scenario, so please confirm. That being said in ICM scripting you can place a priority on the call. There might also be a solution using steps in the PQ to bring in a new attribute if the call has been in Q for 5 minutes.

david

[kfbaluyut17]

The scenario correct, Agent1 should prioritize PQ1 calls while being backup for PQ2 Calls, and vice versa for Agent2, he should prioritize PQ2 while being backup on PQ1. The business requires that even if PQ2 is longer in queue, Agent1 should take PQ1 calls. He will only take PQ2 calls when there are no calls on queue for PQ1. And this is vice versa as well. We have tried using PQ steps but is limited to the wait timer, is there a way we can achieve using the Step process?

[iptuser55]

So you have the following 

Calls arrive gold, silver and are offered to a single PQ. Within the PQ you have assigned attributes which different agents have gold agent  silver agent both of which can answer both sets of calls if required . But if you have silver calls queuing but then gold agent logs in and a gold call arrives you want the gold agent to answer the gold call first even though it will be silver since it is longest in the queue?

As David said  you could assign a priority?

Either give all gold calls a high priority and silver a low one but that means silver may not be answered. 

So you could give new gold and silver calls the same priority but silver calls when they are waiting a lower priority so new gold and new silver calls are answered first but you run the same risk of silver waiting calls are delayed

You set priority of new gold calls by checking if there are any silver calls waiting and only then assign a higher priority. 

You will probably need to set a  "set variable" to silver call queueing and then with new gold call have a if statement to check is this set variable has been assigned and only if assigned set call priority for gold to be higher

Having a single PQ for 2x attributes - gold and silver - I'm not sure the queueing call "comes" out of the exit state or stays in PQ. If it does not then create two separate PQ for gold and silver and overflow between them to set the variable? 

[kfbaluyut17]

Thanks for the response, but we already have 2 PQs, in my example, PQ1 with Step1: ATT1<=10, and PQ2 with Step1: ATT<=10. Agent1 should prioritize PQ1 calls while being backup for PQ2 Calls, and vice versa for Agent2, he should prioritize PQ2 while being backup on PQ1. The business requires that even if PQ2 is longer in queue, Agent1 should take PQ1 calls. He will only take PQ2 calls when there are no calls on queue for PQ1. And this is vice versa as well. We have tried step process but is limited to the wait timer, if I set the time too long or short we’re killing the concept of having the backup agents. im guessing it can be done using the Consider If statement but we don’t have access to the script editor. We have escalated this to our partner vendor but told us it cant be achieved, but Im doubting their response, and maybe no one has tried doing it on their team yet.

[iptuser55]

You probably need an if statement to check if any gold calls are in queue or waiting if not then offer silver call to the gold agent 

[kfbaluyut17]

This is exactly what I’m thinking. Do I need to have access with the script editor to do this or can I do it directly ing the PQ Step Process? Can you give me an example? I know the argument but I dont know how to exactly put it in the Consider If portion of the PQ.