Priority Work Item Override

In the past, agents would have to pay attention to calls waiting in voice queues while taking an email and manually drop the email call to make themselves Available for the voice call.

CT Suite has automated the ability to detect voice calls waiting in queue that are deemed high priority to address the problem. This feature is only applicable in Flex layout, version 3.3 and above.

When a call is waiting longer than (X) seconds in the voice queue, the Monitor Service will find the agent who has been on the email call the shortest amount of time and suspend their email work item for (Y) minutes. (X,Y are parameters that are defined by the administrator and applied in CT Admin.)

Once the email is suspended, the web client will force the agent to go into Available (regardless of whether they had timed ACW associated with the email queue). The agent will then take the phone call.

The suspended email will either stick in their suspension folder or requeue to the general queue if they didn’t have a chance to move the email back into the inbox before the suspension timer (Y) has elapsed.

Priority Work Item Override is configured in CT Admin for the following:

• X - Time Threshold Seconds
• Y - Suspend Timer Minutes