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You already spend a lot of time configuring the appropriate priorities and routing rules to have conversations filtered and sorted. It’s a part of your job to optimize your agent's queues to meet SLAs for responding to and resolving customer issues. Why not automate some of that process?
By enabling this push-next queue configuration option, you can better control the conversations that are available to agents and ensure that all users receive a response in a timely manner.
Push-next is a powerful tool to prioritize inbound items and help create a steady pace for your agents. Using this queue option hides the “available queue” and prevents agents from reviewing conversations before claiming them, ensuring that conversations are responded to in the prioritized order you have set up.
As part of the team-level settings, you can define for routing for each of your customer care teams, improving your customer's experience and conversation resolution time by turning a manual process into simple automation.
Check out this short video to quickly understand the different types of queues.
Khoros Customer Success Story
Instant gratification dominates digital engagement, and customer support teams are on the front line. The job can be daunting, and in some instances, agents can cherry-pick issues from the available queue that look easy or that they have answered before in order to improve their TAR numbers. This can hinder the agent's performance growth, burn out other agents handling all the difficult conversations, and make your customers wait even longer.
It’s up to managers to equip agents with the right tools to take care of customers— including a conversation management strategy to represent the brand as well as they can. Efficiency is the name of the game in the digital contact center. The more efficient you are, your agents, customers, and leadership will be happier.
For example, a current Khoros Customer wanted to reduce the number of agent clicks throughout the day by automating their workflow. They took an eight-week snapshot of their care team’s performance metrics at the end of the year. Then, after onboarding a Push-Next configuration, they compared another eight weeks to the previous measurement.
They saw a 13% increase in agent efficiency throughout the weeks. This allowed agents to keep up with an influx of messages, peaking at 25.53 cases per second. You could save an average of 25 clicks a day per agent using push-next.
Proving immediate gains in productivity and efficiency.
The question you might ask yourself now is, “how do we know if this queue configuration will work for us?”
The first thing to understand is that Push-Next should help cut down/eliminate the "inactive time" accrued by agents. Inactive time accrues when there's work available in Assigned to Me, or Available, but the agent chooses not to take the following conversation, whether it’s because they're not ready or they're talking to a colleague.
In the case of customer experience, success starts when you understand your team’s performance baseline. A powerful tool in your arsenal is the Agent Performance widget which can give you a complete view of Agent or Team performance.
We recommend including the following metrics:
Together, these metrics provide a holistic view to see average performance and identify over or underperforming agents.
For example, If you see an agent who’s accruing unusual amounts of Responses Assisted, this could indicate that they are “cherry picking” by deciding not to respond to the more difficult conversations they are assigned.
Not sure if Push-Next is suitable for your team?
Here are a few questions you should consider about implementing Push-Next
Talk to your CSM about a Push-Next Configuration today!
Customers should review their Agent States when implementing Push Next. They may need to add more states to accommodate Push-Next or tweak which states should allow agent actions.
A key training point: Once Push Next is enabled, agents will either need to
To learn more about Push-Next and other queue configurations, check out these resources below
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