![]() The virtual start time is a time and date field that you set. Optionally, you can specify a “virtual start time” that’s used in place of the system-generated task creation date to determine where the task is sorted in the list. However, because Task Z’s creation date doesn’t carry over to Task D, Task D is still sorted below Task A because Task A has an earlier creation date. To continue the example above, imagine that Task D was created because an earlier task, Task Z, timed out. In these scenarios, the new task is sorted based on its creation date, without taking into account the date and time that the original task was created. A customer begins a conversation in one channel and switches to a different channel, such as when a customer opens a chat conversation and then switches to a voice call.A task times out and a new task is created with the same priority.In some scenarios, the task creation date doesn’t reflect the actual date and time that the customer interaction originally began: Task A: Tied with Task D on priority, but with an earlier creation time.When two tasks have identical priority values, the task creation date is used as a tiebreaker to determine which to list first.įor example, imagine the following set of tasks, all created on the same day:īy default, Flex sorts these tasks as follows: Whether you choose FIFO or LIFO, the system-generated task creation date is used by default to help calculate the order in which tasks are sorted. Adjust task sorting with virtual start time Please contact support and tell us about it. If you find you need additional functionality on top of LIFO and FIFO, we want to hear from you. There are many possible use cases that can be satisfied using LIFO, or combining LIFO and FIFO Queues. Inbound Tasks -> L1, L2, 元, L4, L5, F5, F4, F3, F2, F1 -> AgentĬompared to if PrioritizeQueueOrder is set to to LIFO For example, if we combine the two examples above, and set PrioritizeQueueOrder to FIFO then the Tasks are routed in the following order, If your Agent is part of both TaskQueues, then the preference by which they consume tasks from a FIFO Queue vs a LIFO Queue depends on the PrioritizeQueueOrder setting. Inbound Tasks -> L1, L2, 元, L4, L5 -> Agent In a LIFO Queue, if you have 5 tasks from L1 as the oldest to L5 as the newest, they will be routed: Inbound Tasks -> F5, F4, F3, F2, F1 -> Agent In a FIFO Queue, if you have 5 tasks from F1 as the oldest to F5 as the newest, they will be routed: We'll represent tasks as the task furthest on the right is the next to be assigned to the agent. Let's imagine the Tasks from the following FIFO and LIFO TaskQueues are routed to same group of agents, then let's examine how the PrioritizeQueueOrder setting works. ![]() ![]() Simply pass `PrioritizeQueueOrder=LIFO` or `PrioritizeQueueOrder=FIFO` while creating a new workspace or updating an existing workspace. If your Workspace has Workers shared between LIFO and FIFO TaskQueues, then you can use a workspace level setting `PrioritizeQueueOrder` to decide whether to prioritize LIFO or FIFO. If no `TaskOrder` is passed, the setting defaults to FIFO. LIFO is a TaskQueue level setting, enabled by passing `TaskOrder=LIFO` while creating a TaskQueue or updating an existing TaskQueue. To do this you should use the LIFO routing setting, rather than using ever-increasing priorities on top of a FIFO queue. It is therefore highly desirable to connect the first free agent to the hottest (newest) lead in the system, since that has the highest likelihood of conversion. A lead is hottest at the moment it's created, and 'cools down' quickly, equating to an increasingly lower chance to convert that lead. Unlike FIFO ordering, LIFO ordering does not consider the Task priority when ordering Tasks.įor example, a real estate company may generate leads on their website and have agents call back those leads. LIFO - Last In, First Out - is the alternative ordering option for TaskQueues it is useful where routing most recent tasks first is required. This is best used for most scenarios common within a Contact Center, such as handling incoming voice calls, emails, etc. Lifecycle of a Task: Workflows and AssignmentĪ TaskQueue's default ordering is FIFO - First In, First Out. ![]()
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