Picking up an incoming call in priority over others via "Pickup"

Picking up an incoming call in priority over others via "Pickup"



Introduction

This configuration at the queue level used by the incoming activity gives the agent the possibility of selecting and picking up an incoming call in a queue for which the "Contacts Pickup allowed" option is activated .

"Pickup" thus allows an agent on break or on a call to pick up an incoming call even if it is not the first to arrive in the queue.


As a reminder, the default operation of the incoming call distribution algorithm is that the call with the longest waiting time is the one that is distributed first to an available agent..

Configuration in administration module under queues settings

Below are the configurations to be made in the administration module under queues settings .


The "Contacts pickup allowed" option is activated at the level of the queue associated with the incoming activity.


Image 1 : Contacts pickup allowed

Example

Below is an example of an incoming call selected and picked up among others on hold.

1.   When two incoming calls are on hold,

  • By default, the incoming call with the longest wait time is distributed to the agent first.

2.   When the option is enabled and when the agent is on break or on a call,

  • The agent can select a contact from a queue by clicking on the "Pickup" button.
Image 2 : Pickup
  • The list of eligible activities is displayed.
Image 3 : Activity List
  • After clicking on the activity, the associated and eligible queue is displayed.
Image 4 : Queue List
  • Once the queue is selected, pending contacts are displayed hierarchically (grouped by activity and by queue).
Image 5 : Call list
  • It is then possible for the agent to select one of the calls and answer it by clicking on ok (here the second incoming call with 58 seconds of waiting time).

Image 6 : Pickup
 
  1. The agent is thus put in contact with the selected call.
Image 7 : Call popup

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