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?
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.
Configure and enable agent states (if not already configured)
Select a group of agents to be your pilot team and select a target date
Create a “pilot” team placeholder
Create a dashboard or agent performance widget to compare teams
Run pilot for 48 hours - 14 days
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