Prioritize my ACD agents - How do I?

Owned by Kelli Higdon
Apr 23, 2024
1 min read

(Symptom - certain agents do not get queue calls - has multiple possible root causes)

 

If certain agents do not often get queue calls (or never get queue calls), you may have mis-configured the routing priority for your queue.

 

To check agent priority, follow these steps:

  1. Click on ACD --> view queues

  2. Click on the name of the queue you wish to modify

  3. Under the 'Priority' heading within the 'Add Queue: agents' category, make sure that all agents are set to priority => normal unless you specifically want certain ACD Agents to handle a majority of your queue callers.

  4. Click 'Apply All Changes' at the bottom of the page

 

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