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COVID Calls

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ZuluAlpha:
Is anyone having frustration and/or have any good input on managing volume COVID Vaccination calls?

Tech Electronics:
ZuluAlpha,

What exactly are you having issues with? Too many calls to field at one time for the system or are the agents getting overwhelmed with 'bad' calls?

Thanks,

TE

ZuluAlpha:

--- Quote from: Tech Electronics on January 21, 2021, 02:45:25 PM ---ZuluAlpha,

What exactly are you having issues with? Too many calls to field at one time for the system or are the agents getting overwhelmed with 'bad' calls?

Thanks,

TE

--- End quote ---

The agents are getting ok calls. Scheduling is only available during very specific windows so I've seen a huge demand during those windows which overwhelms the system, causes calls to get queued, then overwhelms the circuits because agents just can't cycle through the calls fast enough. I ended up restricting the number of available paths via the carrier, but I would be interested to know if anyone achieved a similar result through programming or had any ideas. The carrier changes are effective but not always the fastest.

johnp:
Hvae on site that needed to limit inbound as to not use all call paths

Tech Electronics:
ZuluAlpha,

Have you thought about a channel bank to limit the amount of calls getting through; similar to choke lines at a radio station?

Thanks,

TE

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