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?  “I didn’t know what an efficient agent was until we launched this feature. What a difference!”  - 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 ... View more

If you’ve never worked in a push-next queue, you may have some questions on how to get work done, or what to expect from the workflow. Below are a few examples of what to expect for completing certain jobs. Your manager likely has a specific process for you to follow. The below workflows can help you get started. To Work Conversations Login Work the conversation in front of you. After you respond, Click the “X” at the top right corner to clear a conversation move on to your next assigned conversation. Or close the conversation if it has been resolved. Review My Recent Activity Sometimes you may need to go back to a recent conversation to add a tag, close it apply an extra note etc. Agent State: Available -> “yellow” Recent Activity will be available at the top of your queue Start my Day Agent State: Available Work Conversations from the queue Take a Long Break (e.g. lunch) Not all teams will utilize this workflow, but this can help you make sure you wrap up any active engagement with customers before you step out for a break. Agent State: Available -> “yellow” Switch your agent state to “yellow” Before  closing your final conversation leading up to your break Finish responses to conversations in your assigned to me queue Switch to “red” state  OR LOG OUT (depending on the type of break) This will depend on your team’s workflows Take your break Finish my Day Agent State: “yellow” 15-30 minutes before your shift ends, you’ll want to switch to a “yellow” state Respond to conversations that are currently “assigned” to you from the queue on the left hand side. By doing this work in a “yellow” state you can finish conversations you have already started throughout the day, but you will not get assigned any new conversations. Logout ... View more