The push-next queue configuration option is a powerful tool to help your team depend on system configuration to set a priority of inbound items and the structure and pace for your agents.
Why would I consider a different queue configuration?
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- Happy admin of a push-next team. |
The below pilot plan is intended for administrators only.
Note: the piloting process below can be utilized for any queue configuration. Claim next, push next, or available.
STEP 1
Configure and enable agent states (if not already configured)
- 1 “yellow” state required for push-next
- Yellow states allow agent actions.
STEP 2
Select a group of agents to be your pilot team and select a target date
- Ideally, your pilot users will be a sample of an existing team.
- Inform these team members and supervisors that you will be piloting a new workflow starting on a specific date.
- Train them on switching to “yellow” state at the tail end of their shift
You can pass along this post that shows what to expect for common push-next configurations.
STEP 3
Create a “pilot” team placeholder
- The team should be configured exactly like your other
- Ensure the team has access to your yellow agent state
- This document explains how to create teams
STEP 4
Create a dashboard or agent performance widget to compare teams
- Create 2 versions of this widget:
- 1 widget focused on the pilot team, 1 focused on your original team
- Take advantage of the agent performance widget and also the new agent activities metrics available.
Don't know how to utilize these metrics? Sign up for a free 1:1 coaching session to learn more. - Specifically, be sure to include “In-focus inactive” time and compare between the teams.
STEP 5
Launch Day
- Move agents to your pilot team
STEP 6
Run pilot for 48 hours - 14 days
- Compare the performance of the 2 teams using the dashboard you created
- Connect with agents around their confusion
STEP 7
Compare results
- Look at your agent performance widgets from Step 4, comparing your original team and team piloting push-next
