[cisco-voip] UCCX Queuing and Over flow Queueing Best Practice

[Ryan Huff]

I feel like I should also add this:

Justifying your position over the customers position really depends on your customer's end goal. Maybe they're not even concerned with reporting; maybe they just want to know how many calls are answered in the upper tier queue (overflow) coming from the lower tier queues.

Again, you would just want to be clear and document exactly how this may impact reporting.

Can you provide clarity on the end-goal?

Sent from my iPhone

On Sep 8, 2016, at 4:32 PM, Ryan Huff <ryanhuff at outlook.com<mailto:ryanhuff at outlook.com>> wrote:

Max,

As Brian mentions and as I think you may already understand; all this will do is extend the caller time to get to an agent and at best, give a more accurate time that a caller waits to get to an agent (why not just adjust the in queue time?).

In these situations (where the client's wishes run upstream to my recommendations) I have found what works best for me, is to clearly document the outcome of the configuration so the client knows exactly what will happen and document your proposed configuration that achieves their end goal as well.

I typically avoid drawing focus to the fallacy of the client's desire or why "my way" might be better as these situations tend to be "political" in nature and you want to avoid those land minds at all costs.

As long as the customer's desire doesn't represent a clear and present danger to anything else in the system, sometimes, I have found that I have to let clients discover on their own, why "my way" might be better.

-Ryan

On Sep 8, 2016, at 3:36 PM, Max Harmony <bmaxim88 at gmail.com<mailto:bmaxim88 at gmail.com>> wrote:

Honestly Brian, I think they don't want to be manually re-skilling all the time and figure this is easier for them, I can't just tell them there's no need to, I need to have justification and Cisco Best Practice guidance to have a stronger case.

On Thu, Sep 8, 2016 at 12:15 PM, Brian Meade <bmeade90 at vt.edu<mailto:bmeade90 at vt.edu>> wrote:
If it's all the same agents and same skills, what benefit are they getting from the overflow queues?  Do they just want to be able to see how long the caller waited?

On Thu, Sep 8, 2016 at 3:11 PM, Max Harmony <bmaxim88 at gmail.com<mailto:bmaxim88 at gmail.com>> wrote:
I have a customer that is requesting to have a main Queue, and two overflow queues, and they intend to have the same agents in all three queues with the same skills. I am not very confortable with the user experience but can anyone advice on what would be the best recommendation for this situation?

Please see below logic
Caller --- goes to Queue A---35secs delay --->redirected to OverflowQueueAOverflow--5MinutesDelay--->Redirected to QueueAGeneralOverflow--5MinitesDelay------




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Grace Maximuangu

CloudPOP/InvictaCloud
www.cloudpop.com<http://www.cloudpop.com/>

 "Go beyond your limits, push yourself, be the best you can be.
Experience new cultures, broaden your horizons, stay connected."


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--
Grace Maximuangu

CloudPOP/InvictaCloud
www.cloudpop.com<http://www.cloudpop.com/>

 "Go beyond your limits, push yourself, be the best you can be.
Experience new cultures, broaden your horizons, stay connected."


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