Why You SHOULDN'T attack the queue


If average speed of answer is one of your leading performance metrics, the idea of not attacking the queue may seem strange, even counterintuitive. But it makes more sense that you might expect.

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One of the issues with "attacking" the queue is that you don't give your ACD time to perform its duties. By making adjustments too quickly, supervisors will end up underutilizing their ACD investments - and potentially create other problems in the process.

Instead, supervisors should consider setting up real-time alerting systems that only kick in when specific queue or call-waiting time limits are reached. This way, the contact center will be fully responsive to undesirable conditions while the ACD can deliver the intended benefits. 

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