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For context, we know there is, what I'm calling, the primary agent prioritization rule that tells the system, "Give this chat to whichever available agent has the most open capacity". But what about when there are not many people chatting in? Everyone will have the same capacity and that primary prioritization rule will not be putting in that much work. This is the situation in my Customer Support Center. And as a result, of this slow time, we are running into the issue of Agent B getting way more chats assigned to them than Agent C, Agent D, or the rest of the people on shift. For whatever reason, maybe it's because B comes before C or D in the alphabet, or maybe because Agent B is just lucky, but whenever everyone's open capacity is the same, the system assigns work to Agent B before the others. The feature I request be added is a secondary agent prioritization rule that tells the system, "Give this chat to whoever has gotten the least chats so far today". If this feature were added, then Agents B, C, and D would be getting roughly the same amount of chats assigned to them by the end of their shift instead of Agent B getting all the glory.
Category: Routing/ SLA
STATUS DETAILS
Needs Votes