Training - how to deliver less call volume to specific users within a group

Question

Answer 1 · 2018-10-01T13:13:43Z

saadetswift16514 answered Oct 1, '18

Hey Amy, are you using a Call Queue right now? One thing you could take advantage of would be the Rotating or Sequential setting so that you can have more control over how often the new hire receives a call

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Answer 2 · 2018-10-19T18:41:04Z

amy-price10636 answered Oct 19, '18

We have 4 call queues. Some agents are in multiple queues. We are using Rotating setting but that doesn't help. Sequential may assist a little but not enough for a newbie who needs more breathing time.

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Answer 3 · 2018-10-22T12:43:30Z

lee2 answered Oct 22, '18 amy-price10636 commented Oct 24, '18

Would creating an overflow queue for your newbies work? Put all of your experienced Agents in one queue and all the newbie Agents in the overflow queue. They will only get calls when the experienced Agents are busy. As they get more experienced you could add them the the experienced queue

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amy-price10636 commented · Oct 24, 2018 at 09:07 PM

I will try that! Thank you Lee

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