We have a queue set up for Liberty connect Webchats which has a default priority to queue jump but staff have noticed that during busy periods with high call volumes in multiple call queues they are still getting calls as a priority and have had to take staff out of calls for the webchat to come through to an agent. I’ve been having a look through setting to see if i can work out if there is another setting that needs to be changed as well and noticed within the utilisation tab where you can set media priorities that we have set calls to 1 and messaging to 2 so could this explain why calls are always the priority or should i be reporting a possible intermittent issues with the performance of webchats.
Hi @Lorna5885, good questions.
So how does Utilisation work?
Liberty Converse queues each interaction based on when it first came into the queue. This is across all media types (Calls, Callbacks, Emails, Chats, Tasks)—this is called Omniqueue.
Now imagine the scenario: 20 emails come in over the weekend, which means that if all media had the same priority, there would be 20 emails at the front of the queue. If calls started coming in, no calls would be answered until the 20 emails ahead of them had been dealt with—not ideal. This is why there is a Media Priority to the Omniqueue to ensure that other important “live” Media are not affected by the lesser priority Media.
Can you change the Priority of your Media? Yes, you can, but please be aware that it can change how other Media is presented.
Now, we have other customers who have a similar scenario to yours. They have changed the chat priority to 1, the calls to 2, and everything else to 3.
This means a Chat will take precedence over a call, but will only send chats to those Agents you have either marked with the Chat Media type or the Skill associated with that queue, ensuring Calls are still answered but the Agents skilled to take them.
Another option is to make your Calls and Chats a Media Priority of 1 and everything else a 2. This will place both Chats and Calls on the same priority, and deliver these based on the Queue priority (Normal, Queue Jump).
So, to answer your questions, the simplest way would likely be to set both Calls and Chats to 1, but I wanted to let you know there are a few other options. It’s important to understand how Utilisation works and what happens if you adjust these numbers.
If you have any further questions, do let us know.
Thanks.
Jonathan