To understand how SightCall manages ACD Queue, let's use a scenario where 3 Guests are waiting in ACD queue. Your SightCall Administrator sees the following when monitoring ACD queue in https://admin.sightcall.com/monitoring/acd-queue:
Your Guest are waiting on ACD queue:
and your available Agents are seeing the following incoming ACD request on their screen:
The followings are how SightCall manages the ACD queue:
- Assuming all Guests are never experiencing network loss issue and never cancel out of the queue, any available Agent that picks up the incoming ACD request will ALWAYS pickup the longest waiting Guest in the queue. This is the most ideal scenario.
- If a Guest is experiencing network loss issue for less than 2 minutes (the network is restored within 2 minutes) and during that time there's no available Agent picks up the request, then the Guest will keep his position in the queue.
- If a Guest is experiencing network loss issue and during that time an Agent picks up the request, then the Guest will be skipped. Afterwards, if the network is restored within 2 minutes, the Guest will keep his position in the queue. Otherwise, the Guest will lose his position in the queue and need to start over again in order to secure his position in the queue.
- If a Guest cancels out of the queue, then the Guest will lose his position in the queue and need to start over again in order to secure his position in the queue.
Notes:
- SightCall Administrator who is monitoring https://admin.sightcall.com/monitoring/acd-queue will NOT be able to tell if a Guest is experiencing network loss issue.