Advanced Training: Admin

Rep Queue

The Rep Queue action is the most detailed, sophisticated action for routing calls to agents. Route to Last Caller and Route to Owner let you send calls to a single, specific agent. Rep Queues let you send them to a group of agents at once—a queue of representatives standing by.

A Rep Queue is analogous to an Automated Call Distributor, or ACD, in that it uses defined logic to find available agents and route calls to them.

Rep Queue Logic - Routing Type

Before reviewing all of the rep queue options we want to focus on the most important aspect of a rep queue first—your routing logic, determined by the Route Type setting.

  • Longest Available
  • Group Ring
  • Most Ready
  • Round Robin

Longest Available

This routing logic looks at the length of time agents have been marked as "Available" in the inbound dialer system. The call then routes to the agent with the highest time. Remember that this is available time, not a pure round robin. An agent who voluntarily logs off from the inbound system loses their availability status. When he or she logs back in, the availability counter starts over.

Thus it's possible for an agent to not receive a call for an extended period of time, be first in line for the next call, but log out prior to receiving it. Another agent takes the next call. When the agent who missed out logs back in her or she is now at the bottom of the "available" queue, and may not receive another call for some time.

Also be aware that longest available is generally the "slowest" routing type in terms of getting calls picked up, since if the first "longest available" agent doesn't pick up within the Answer Time, the call path can't look for the next "longest available" agent until the time expires.

Why Use Longest Available?

  • You want to reward agents for diligently maintaining their availability status, but don't want to worry about who has the fastest "trigger finger" to accept the call, such as with Group Ring.
  • You're more interested in giving agents equal opportunities to take calls than in absolute, fastest response to incoming calls.

Group Ring

Group ring gives every agent logged in to the rep queue an opportunity to take the call all at once. When a call arrives, they'll be presented with an Accept / Ignore call notification in their application screen. The first agent to accept receives the call. If no one accepts the call within the queue's Failover Time, the call moves on in the call path.

Why Use Group Ring?

  • You want to give every agent an equal chance to take every call.
  • You want to reward agents who are proactive and aware of calls as they're working.
  • You want calls to be answered in the fastest possible manner.
  • You're okay sacrificing "fairness" in terms of equal call distribution to get the fastest response, and reward the agents who answer quickly.

Most Ready

"Most Ready" logic is similar to longest available, in that it looks for the longest available agent, but with a twist. Instead of the dialer system looking solely at agents' availability time, it also looks for "readiness," indicated by 1) if the agent is already connected to an agent leg, and 2) if the agent is already on an active call.

Remember that an agent CAN be on an active outbound call and still be considered "available" for inbound using the call blending tools.

The priority goes as follows:

  • The longest available agent connected to an agent leg gets top priority, IF they are not already on an active call.
  • If no agents are connected to an agent leg, or are already on an active call, then the longest-available agent gets priority, regardless of agent leg status.
  • If all available agents are already on an active call, then the longest-available agent gets first priority.

For example, let's say Tim and Jill are the longest available, and second-longest available agents respectively. However, Jill is connected to her agent leg and Tim is not. In this case, Jill is "most ready," and would get first crack at taking the inbound call.

If both Tim and Jill were connected to their agent legs but on an active call, then Tim would get first priority since he had been available the longest.

Why Use Most Ready?

  • You want the fastest possible response times, with no delay for an agent to accept or ignore a call (such as with group ring).
  • It typically rewards agents who are actively engaged. Agents who stay connected to their agent leg are typically being productive with their dialer time.

Round Robin

The "Round Robin" option is exactly what it implies, a true round robin system. The system plays absolutely no favorites; every agent in the rep queue will receive an inbound call in rotating order. No agent will receive a second call until all other agents in the queue have received one.

This is obviously based on availability; if the next agent in line to receive a call is not available, calls will continue to route through the round robin normally. As soon as the top-of-line agent goes available, the next possible call would be routed to him or her.

There are settings to reset the order if an agent hasn't been online for a period of time, for example, 48 or 72 hours. If a rep goes on vacation for a week, you may not want him or her to get the very first call on the first day back. Instead you'd rotate them back into the standard round robin order.

Why Use Round Robin?

You want absolute, total fairness in distributing inbound calls to reps, regardless of how long they've been available or any other factors.

Queue Options

General Options

  • Name - A descriptive label for outside reference.
  • Route Type - Sets the routing logic as previously outlined.
  • Failover Time (sec) - Total time in seconds a call will remain in the queue before it fails over to the next action in the call path (e.g., set to 90 and a call will remain in the queue for a minute and a half).
  • Wait Message - Audible recording the caller hears while waiting in the queue.
  • Pop-screen Type - Chooses the record object type that will appear in a screen pop when an agent takes the call. Can be set to any standard Lead Management Platform object: lead, account, contact, deal (opportunity), case.
  • POp-screen Layout - After choosing the object type, this sets the field layout for the screen pop when it appears. Agents will have different data inputs available to them for the record based on the selected layout.
  • Answer Time - How long an agent has to accept or ignore a call before the queue starts looking for the next available agent. The queue will continue counting down through each available agent until the call is answered, or reaches the failover time.
  • Attendees - Sets which agents are assigned to the queue. When marked available, these agents will be eligible to receive calls.
  • Loop Wait Message - Instructs the queue to restart playback of the wait message if the message reaches the end without the call being answered.
  • Always Create New Record - In some cases, you may not want the dialer system to look for a caller ID match for a a record to pop to the agent. Instead you may want the queue to always generate a new, incoming record.
  • Default Record Owner - In some cases the system may need to create a new record, since A) no caller ID match was found, or B) the call failed over because a rep didn't answer, and you wish to record the call took place. This assigns a default owner to the newly-generated record in these instances.

Advanced Options

  • Whisper Message - A whisper message is a digital recording that plays to the agent when he or she accepts the call from the queue. This is typically an informational message designed to help the agent succeed on the call, indicating the type of call, where it originated, etc.
  • Employee Area Code Restrictions - If you have enabled restricted area code logic in your system, this setting enforces that logic for the rep queue. Enabling this option has no effect if you have not set up area code groups.
  • Immediate Failover - In some cases, a call may arrive in a rep queue when no agents are available. They're either logged off, or busy on other calls. Normally the system would keep the caller in the queue for the full Failover Time, with the expectation that an agent may come available within 60-90 seconds (or however long the wait time lasts). However, instead of leaving the caller on hold, you may want to push the caller ahead immediately to the next stage of the call path. This option enables this feature.
  • Re-assign Owner After Routing - This option instructs the dialer to reassign ownership of any record that gets handled in the queue to the agent who accepted the call. This is uncommon for most workflows, but may be applicable for some business models.

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