Marcin B
My feedback
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6 votes
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92 votes
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45 votes
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145 votes
An error occurred while saving the comment This should work as in Skype on Business on Premise. The call from the queue should not be offered to an Agent if his status is not green. The most annoying is "do not disturb" status. The call is not toasting but at the same time is not offered to another agent.. The caller needs to wait 30s before the calls toast to another agent. If many agents are busy, away, or in "do does not disturb" state, the caller can wait for ages till the call toast at the green agent waiting for the call, who should get it in the first place. Without changing this behavior, the queues are useless.
Another big problem is that that only one call from queue is toasting at given time.
Imagine you have 200 agents in queue waiting for the calls and 200 calls in the queue. If the average pickup time is 10 second. The 200th call will start toasting to agent after 33 minutes. 200calls x 10 seconds / 60s. Where all the 200 calls should ring immediately to 200 green users. The queue are useless!
The call from the queue should not be offered to an Agent if his status is not green. If many agents are busy, away, or in do does not disturb state, the caller can wait for ages till the call toast at the green agent waiting for the call, who should get it in the first place. Without changing this behavior, the queues are useless. This shoud work exaclty as in Skype for business on-premise