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amy-price10636 asked ·

Training - how to deliver less call volume to specific users within a group

Is there a way to have "new hire" members of a group receive less volume of calls than experienced members of that group?  Is there any type of setting or overflow rule that could accomplish this?  

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saadetswift16514 answered ·
Hey Amy, are you using a Call Queue right now? One thing you could take advantage of would be the Rotating or Sequential setting so that you can have more control over how often the new hire receives a call
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amy-price10636 answered ·
We have 4 call queues. Some agents are in multiple queues. We are using Rotating setting but that doesn't help. Sequential may assist a little but not enough for a newbie who needs more breathing time.
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lee2 answered ·
Would creating an overflow queue for your newbies work? Put all of your experienced Agents in one queue and all the newbie Agents in the overflow queue. They will only get calls when the experienced Agents are busy. As they get more experienced you could add them the the experienced queue
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amy-price10636 avatar image amy-price10636 ·
I will try that! Thank you Lee
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