By selecting ‘1st’ priority level in the engagement settings, and specifying a high basket total under visitor behavior, you can ensure that these high value consumers will go straight to the top of the queue when they click on the engagement. If there are two conversations for the same skill waiting in the queue, the higher ranked conversation will be served first.įor example, if you want to give consumers with a high cart value a faster service, you can set up an engagement that will mean they are routed right to the top of the queue. If the engagement is assigned a different priority level (between 1st and 10th), visitors exposed to this engagement will be served according to the engagement's queue priority level. The default state is “no priority”, meaning consumers exposed to the engagement are on the same level, and will be served on a ‘first in first served’ basis. ![]() In the ‘Set priority queue level’ section in the engagement settings area, brands can configure the priority level for each engagement. This will allow some consumers to go straight to the top as soon as they arrive in the queue, above regular consumers who will be served based on their arrival time. Configurationīrands wanting to provide a faster service to certain customers are able to configure the ranking of the queue, by changing the priority of each engagement. Proper queue prioritization holds special weight in the world of contact centers since it sets the foundation for good customer service, agent efficiency and the ability to scale contact center’s operations. It allows brands to efficiently allocate staffing resources and better handle incoming messages by prioritizing conversations in the queue based on importance. ![]() ![]() Queue prioritization focuses agent resources on the conversations that matter most.
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