Update to Global Priority Queuing

August 2, 2019

What is it?

The queuing algorithm within CxEngage has been optimized to improve the overall performance and allocation rate or speed at which agents and customers are matched.  Higher allocation rates allow agents to handle more interactions in a day, increasing agent utilization and reducing agent idle time.  The performance improvements also increase overall scalability, allowing more multi-skilled agents supporting a high volume of queues to be placed on a single tenant.

Key Benefits:

  • Fast and fair work distribution for agents and customers
  • Increase scalability of the platform and tenants
  • Increase performance of allocations per second

Good to Know:

The queue that has, for example, 10 higher priority interactions will get its 10 higher priority interactions serviced first, while the other queue waits until it has equal or higher priorities. Users can play around with minimum and maximum priority settings.