Inbound Call-Chat Message Prioritization

Tegsoft performs two types of customer communication as chat messages and calls. Calls to the contact center go dry. Agents initiate conversations with customers who are ahead of the queue. The agent makes a call first to the waiting calls with more waiting time. Prioritization is done according to the waiting time. It gets ahead in the queue with a long waiting time. With the new development, chat calls have the same value as the calls. Prioritization will be made with the multipliers given to these waiting times.
This feature is the "Voicemultiplier" and "Chatmultiplier" comboboxes in the basic settings under Agent Management.

Voicemultiplier: call wait time multiplier.
Call wait time X is defined as given value = waiting time in queue.

Chatmultiplier: is the chat message waiting time multiplier.
Chat message waiting time is defined as X given value = waiting time in queue.

It is necessary to enter numeric expressions in these comboboxes here. The numbers to be entered are waiting time multipliers. The waiting customer time is multiplied by this multiplier value and the queue order is determined.

For example,
Let 1 be entered as the value in the Voicemultiplier combobox.
Let 3 be entered as the value in the Chatmultiplier combobox.

First, the system will receive a call and wait in the queue and 10 seconds after this call, a chat message will come to system and entered to the queue. The chat message is waiting in the queue for 20 seconds. Call has been waiting in the queue for 30 seconds.
For the chat message,
20X3 = 60seconds means waiting time in the queue.
For call,
30X1 = 30 seconds means waiting time in the queue.

Due to the definition made, the chat message has priority over the call in queue order. The agent gets the first customer waiting in the queue and the chat call comes to the agent screen. Although the call entered the system 10 seconds before the chat message, the conversation is made before the chat message. The agent first receives the chat message. The call waits in the queue.