5 Comments

  • Jacob King

    Upvote from me on this. It's critical to see who's next in the queue to help them prepare to take the call, and as a manager see if calls are being declined / missed for good reason.

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  • Jacob King

    Any feedback on this Community Moderator

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  • Shawn Dismuke

    Still looking for feedback here.  As I noted here; https://support.zendesk.com/hc/en-us/articles/229415607;

    "I have seen agents that have been online and available for hours that haven't received a call or changed state only to see an agent that had been offline, go online and receive the first call of the day.  They are all in the same group and none of the existing online/available agents declined the call.  It is very frustrating for an agent to think that they're not up next in queue to step away for a bit and come back to a missed call.  We're not a high volume call center; we average 20-40 calls a day so it's pretty easy to see this disparity in how the calls are handed out to the agents."

    Being able to see an Agent's call position would be _VERY_ helpful.

     

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  • Shawn Dismuke

    Case in point;

     

     

    This is a dashboard we created internally based on data pulled from Talk via API.  The State Time is a calculated number we've been playing around with to try to figure out which agent is up next.  But you can see that the middle agent there has both a higher online and available time and yet the two other agents both received calls before the middle agent.  All of these agents are in the same group.

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  • Jacob King

    I'm having the same exact challenges Shawn is having. He posted July 21st and still has not received any feedback...

     

    Do you Community Moderator see these comments?

     

    I would like to show on a big screen in my support center who is up next so they know to be prepared. I also want to show if a call is currently being routed to them so all agents can see who is expected to take the call.

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