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Lloyd Marcom

Joined Apr 04, 2023

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Last activity Dec 29, 2023

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Latest activity by Lloyd Marcom

Lloyd Marcom commented,

Community comment Feedback - Voice (Talk)

Thanks. I will search for examples. 

Related to this based on your answer:

If Rep A is in a Primary Group and Backup Group and is on a call for the Primary Group does Zendesk realize they are on that call if a call goes to the Backup group they are also in?

What I appear to be seeing is:

Rep A is in Group 1 (primary)

Rep A is in Group 2 (Secondary)

Rep A is on a call in their group.
Call gets routed to Group 2. Even though Rep A is on the phone with a call from Group 1, in Group 2 is looks like they appear available and Zendesk tries to assign them the call. When they don't pick up (because they don't even know they are getting a call because they are already on a call) Zendesk is marking a missed call against them.

View comment · Posted Apr 28, 2023 · Lloyd Marcom

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Lloyd Marcom commented,

Community comment Feedback - Voice (Talk)

On the secondary group question:

When you have a primary group set up and that group is busy and the interaction goes to the secondary group, does the round robin look at all the calls taken by people in that group (whether as a secondary location or as a user in a different primary group) to determine the next person to assign to? Or does it only look at calls answered as part of that secondary group?

For instance if I am part of Group A (my primary group) and Group B (an overflow secondary group) and I take a call at 8AM that finishes at 8:10AM and then a call goes to that secondary group at 8:15AM does the system recognize I had a call in my primary group until 8:10AM when it analyzes if I should get that call or does it assume no answered calls because I haven't yet had any from that secondary group yet?

 

View comment · Edited Apr 19, 2023 · Lloyd Marcom

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Lloyd Marcom commented,

Community comment Feedback - Voice (Talk)

Yeah, it's hard to type out clearly.

What we are experiencing is that round robin doesn't seem to work within or among groups.

Within a group I can have 3 agents who are all available. Depending on the flow of calls, I can have days where every call goes to that first agent even though the other two are available.

Like if calls come in every 15 minutes and that first agent takes 10 minutes to wrap up a call and is therefor available for each new call they will literally get EVERY call that comes in and nothing will go to the other two.

It seems to work this way until all three of them have gotten a call are and all occupied at the same time and then round robin starts to work.

I suspect that in the cases where you are in a group with multiple people that round robin doesn't behave right until everyone has received a call (like for some reason the logic in the code doesn't account for having answered no calls as being next in line for the next call for some reason). In a busy call center where all of your agents will be on the phone simultaneously very quickly you wouldn't notice it but in situations where you have lighter call volume than staffing where it's possible for one person to cover all the calls over a period of time I think it becomes apparent.

I have seen other comments in the community from other folks experiencing this and the common thread seems to be a light call volume with agents who either haven't yet gotten a call for the day or have gone offline and back on (which I think is probably setting their call answered counter to zero).

 

View comment · Edited Apr 19, 2023 · Lloyd Marcom

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Lloyd Marcom created a post,

Post Feedback - Voice (Talk)

Curious if anyone else has experienced this:

We have our phone teams set up in groups, a primary for specific products and then an overflow group that contains everyone.

In addition to seeing weridness WITHIN a group of calls more heavily going to the same resource even if they just got off a call and others are available is weirdness BETWEEN groups.

It's my understanding for Talk routing that when a call comes in the system looks for an available agent and picks the one with the most time since their last answered call. I'm not sure that's working within a group but I am curious what the expected result would be with multiple groups.

For instance:

Conditions:

Group 1 contains: Rep A, Rep B, Rep C
Group 2 contains: Rep D, Rep E, Rep F
Group 3 contains: Rep D, Rep G and rep H

Calls come into Group 1 as primary and then Group 2 resources are secondary.

When a call comes into Group 1 it's serviced by Group 1 or goes to Group 3 as overflow

When a call comes into Group 2 it's serviced by Group 2 or goes to Group 3 as overflow

Scenario 1:

Call comes in at 8AM to Group 1 and Rep A is available and gets the call. Rep A finishes the call at 8:10AM
Next call comes into Group 1 at 8:15. All reps available. Expected result is that Rep B or C would get this call because A just finished a call and would have the shortest time since last answered call (unless the system is treating the fact that B& C haven't answered any calls as 0 time since last answered call and therefore pushing them back in the queue). What we routinely see is Rep A getting that call while B & C remain idle which should only make sense if the other two had shorter last answer times (which again COULD be the case if they haven't gotten ANY calls yet and the system is reading that as 0).

Scenario 2:

3 calls come in simultaneously to Group 1 at 8AM and all three reps (A, B and C) are occupied.

3 calls come in simultaneously to Group 2 at 8AM and all three reps (D, E and F) are occupied

At 8:15 Rep D finishes their call.

A call comes into Group 1. All those reps are still occupied so call then goes to secondary group (Group 3). In this case, since D just finished a call, Expected Result G or H would get a call. Actual result D routinely gets this call. 

Does the system not track the just finished call from the other group or is it tracking G and H as zero elapsed time since last call and doesn't assign because that's less than D's elapsed time?

 

 

 

Edited Apr 19, 2023 · Lloyd Marcom

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Lloyd Marcom commented,

CommentRouting

Couple of questions on this:

Let's assume I have a user who is set up for 10 emails, 3 messages and 1 Talk. Let's also assume that they have gotten 2 messages that they are actively working. Since the do have 1 Talk capacity, if a call comes in can they be assigned that call (essentially now working 2 messages AND a phone call? Is there any way to shut down other channels while a user is working either not at or at capacty in another channel?

Let's say in the above scenario this user has 5 open email tickets and is working 2 messages (with a capacity of 3). Is there any way to configure ZD so that any additional emails (up to the limit of 10) continue to get assigned and 1 additional active message might be assigned (to the limit of 3)  but a call wouldn't get assigned because we don't want our resources working chats AND calls at the same time?

What happens to a chat or an email if all reps are are open capacity? I assume talk goes to Voicemail.

View comment · Posted Apr 17, 2023 · Lloyd Marcom

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Lloyd Marcom commented,

CommentSetting up Agent Workspace

I have a couple questions as we contemplate our move to the new Agent Workspace. 

1. We use Round Robin to assign out our incoming calls. Will Focus mode work with Round Robin? Seems like from what I have read we'd need to activate Onichannel Routing in ZD in order for things to route correctly but that also means turning on Messaging which is unaffecrted by the Focus setting. Do I have that right?

2. Assuming we don't turn on messaging and are using Talk and Chat, if we set the Chat limit to 3 and enable Focus mode and an agent has 1 chat (not the limit of 3) does that still shut off the talk channel? Since we are 70% chat, how do we configure this so we don't end up with agents always getting the next availble chat and never getting a call?

View comment · Posted Apr 04, 2023 · Lloyd Marcom

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