Question

Case Study:

You need to configure the queue for telephone-based cases. What are two possible ways to achieve this goal?

Answer 1

Two possible ways to configure the queue for telephone-based cases are manual configuration and automated configuration.

Step-by-step explanation:

When configuring the queue for telephone-based cases, there are two possible ways to achieve this goal:

1. Manual configuration: This involves manually assigning or prioritizing cases to specific agents or teams based on factors like expertise or workload. For example, high-priority cases can be assigned to more experienced agents, while routine cases can be assigned to junior agents.
2. Automated configuration: This involves using a software system, such as a ticketing system or customer relationship management (CRM) software, to automatically route and distribute cases in the queue. This can be done based on predefined rules, such as routing cases to the agent who has been idle for the longest time or allocating cases evenly among the available agents.

Both manual and automated configuration methods have their own advantages and disadvantages, and the choice depends on factors like the complexity of the cases, the available resources, and the desired level of control and efficiency.