Crisis Management: Reallocation of Queues
Updated
Unified Routing gives us the ability to manage the assignment of incoming calls of customers smoothly and proficiently. In the article, we will learn about how to manage call center queues if there are no active agents in the queue.
Business Use Case
In a call center, if the agents of one queue are not able to login or unable to take calls due to network issue or any other reason, instead of asking the other queues agents to login manually to the primary queue, brands ask the other agents to login into this queue manually which turns makes a bad customer experience because of volume.
Reallocation
Reallocation is used to distribute calls from the primary queue to other queues on a percentage basis. The reallocation is directly enabled by the system. This gets enabled only when there are no active agents in the primary queue.
The calls which are transferred with the help of reallocation will be shown as the calls which are taken in the other queues. They won't be shown as calls taken in the primary queue. But the Initial Work Queue for these calls will be the primary queue, the final work queue will be the Other Queues.
How to define Reallocation for a particular queue?
Reallocation for a Queue can be defined in the following way.
Click on Sprinklr Service. Navigate to the Unified Routing within Route under Triaging.
You will be taken to the Queue Manager page. Hover over the three dots of the particular queue you want to add reallocation for.
Click on View details of the queue.
In the third pane, you will be having the option of reallocate in the last tab.
Click on Add reallocation, select the particular queue and assign the percentage of calls that needs to be distributed across the queue.
Examples
For a client, agents of the one queue were not able to login, the admin wants to move the calls that are being landed in one queue to their other queue based on percentage.
The primary Queue is Queue A. Brand also operates in Queue B and Queue C.
One day, the agents of Queue A were not able to login, admin wants to move the calls of Queue A about 40% of the Queue B and 60% of them to Queue C.
Admin can define the condition in the reallocate option of distributing the calls of 40% to Queue B and 60% to Queue C directly.