Hi All
We have a call attendant/dialogue that callers can select options, one option transfers the caller into a CallQueue, this then queues the call against a hunt group with 4 handsets.
The dialogue does have a time plan but, it is noticed some caller are being transferred into the CallQueue (during hours) and remain for some time, well passed the staff shutting and going home.
I have looked at creating another queue for the last hour of work that limits callers to queue for a shorter length of time before being told there is no staff, sorry, good bye, but then there is a risk some callers are in “normal” queue and some in the “late” queue and they are being give different queue positions.
Is there a way for the queue to “check” the office is in hours without the caller losing their position in the queue?
Thanks
Hi @FosterBob,
With a Call Queue, the options are a little more limited than with a Contact Centre Queue, so there isn’t as much flexibility around this type of routing.
One approach would be exactly as you’ve suggested. For example, during the final 30 minutes before closing, you could route callers into a separate Call Queue and set “Once a caller has been queueing for more than (seconds), then route to another dialogue” to around 35 minutes. That dialogue could then play a message advising that the service is now closed and apologise for not reaching them sooner.
You could also create multiple variations if needed. For example, you might have a 15-minute threshold that routes callers to a different message or handling path.
It may also be worth looking at the call volumes in the period leading up to closing time. Understanding how many calls typically arrive in the final 15 to 30 minutes can help you design the most appropriate call flow. Depending on the demand, you could even consider ending the time plan slightly earlier to avoid callers joining the queue with only a minute or two before the service closes.
One final idea could be, if you have configuration on the hunt group, would be to see if there are any settings that could be used to transfer out to a dialogue if certain criteria are met.
Hope that helps.
Jonathan
