Call Waiting in Queue.

[manchester7]

Hello Mitel Avenger,

Is there possible to caller waiting in queue will be answered in reverse way.

Example, call-in transfer to IVR and reroute to Queue. When all agent are busy on ACD, there is 3 call waiting show below:

Caller A waiting in queue 5mnt
Caller B waiting in queue 3mnt
Caller C waiting in queue 1mnt

By default, when agent are available caller A will get first priority to be answer follow by Caller B and C. Can we do reverse way? Caller C will get the first priority follow by Caller B and last priority goes to caller A.

it seems unfair to the Caller A , but it is a customer request.

Thank in advanced.

MICC V8
MiVB V8

[sarond]

It defeats the purpose of a queue. Not sure how it would be done.

What is their use case for this? Definitely does not seem the fair to the customers.

[manchester7]

That's right, it's not a queuing role.

The case is, they set service level 10 second for queue only. Sometime they face up to 5 call waiting during peak time. Without adding agent support, they decide to save the service level by answering call reverse way. Caller with waiting time less to be answer first. By that way, they think can save their current service level.

If 2 call waiting appear, one of them is below SLA and the other is above SLA and already affect their SLA. They prefer to answer a call from caller waiting below SLA.

[Dogbreath]

This is completely absurd, but the customer's always right, eh? If the phone system somehow managed to let you do this, you could have a situation where the longest waiting caller is literally never answered so long as there's always one other call queuing. That is at least one reason why the system wouldn't ever let you do this.
Also...if making it work like this satisfied their metrics, then their metrics are broken.

[manchester7]

Thank Dogbreath, half of myself support your words and the other half are tied to customers contract  .

They understand the consequences and the benefits of doing it.

I believe there is no way to cheat the system to do that reverse way but customer expectations have brought new challenges for us to retweet the system.

[sarond]

If this is just to hide performance issues then I don't see a way around it.

You could try and send calls to a higher priority queue based on certain queue conditions but it will still show in reporting and how far do you really go.

[ZuluAlpha]

If customers call frequently the savvy ones will catch on and simply hang up and call back.

[johnp]

I would agree that this is stupid. Maybe interflow the callls after 10 seconds to a second low priority queue that plays a rad saying sorry we are busy assisting other customers and since we didn't get to you quickly, you call won't be answered in the order it was received.