Overview



Modes

Preferred Agent

In this mode the item is processed in the queueing order and when the item is processed, it is assigned to the preferred
agent if he is logged in to the queue and is ready to handle the item. Otherwise, the item is assigned to any other
available and ready agent. This mode prioritizes the queueing order of the item, rather than the preferred agent
availability.

Preferred Agent Only

Preferred Agent Only mode should be used when the agent who should be handling the item has more importance
rather than order of the item queued and wait time of the item. In this mode the item is processed in the queueing order
and when the item is processed, it looks up for the preferred agent and checks if he is logged in to the queue. If the
agent is ready to handle the item, it is offered to him, Otherwise the item is held till the agent becomes available. In case
the agent is not logged in to the queue, the item is offered to any other available agent.

Preferred Agent Only Drop Call

This mode works exactly like the preferred agent only mode, with an exception of the way the item is handled if the
agent is not logged in to the queue. In case the agent is not logged in, an inbound item is held in the queue till the agent
logs in or item is dropped/cleared. A Progressive outbound item is cleared with a disposition
“PREFERRED_AGENT_OFFLINE”.

Barge In Agent

Barge In Agent mode gives preference to both the item order(wait time) and the preferred agent. Here when the item is
processed, if the preferred agent is logged in, the item is offered to him irrespective of his state at that moment. In case
the agent is not logged in to the queue, the item is offered to any other available agent. This can lead to agents handling
multiple item sessions at the same time or item being offered when they are away from the desk.