- Call-1 enters the Support - VIP queue, and Call-2 enters the Support queue simultaneously.
In this case, the queue weight of Support - VIP (2) is greater than that of Support (1). Therefore, Call-1 will be answered first, while Call-2 waits in the queue.
- Call-3 enters the Support - VIP queue when Call-2 in the Support queue has been waiting for 120 seconds.
In this case, the queue weight of Support - VIP remains 2, while the queue weight of the Support queue is calculated as 1 + (120 / 60) * 1 = 3.
Since the queue weight of the Support (3) is now greater than that of Support - VIP (2), Call-2 will be answered first after the agent completes the ongoing call.
Conclusion
Queue priority can be an extremely effective tool for call centres, inbound sales calls, and technical support teams. Allowing you to prioritise the most important calls without compromising on service for others. When configured correctly, overall inbound call quality and customer satisfaction will improve.
For more information or assistance on Yeastar's PBX solutions range contact us on sales@miro.co.za or 012 657 0960
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