User:Bhenda

Queu Management at the Call Centers

Managing universal queue:

Definition; multiple communications channels integrated into a single 'universal queue' to standardize processing and handling.

Managing a universal queue as a queue with basically a singularized service through multiple communications channels, requires to understand the dynamism of staffing in a simpler possible way whereby the main element is to define an adequate number of staffs required to manage an expected number of calls according to predefined performance parameters such as average handling time, queue time and active time. The main strategy in order to excel is having a team that understands the performance parameters and dedicated to abide on basic performance indicators such as time management [time keeping] and quick reflection in order to distribute the common knowledge about that singular service.

Managing Jointed Queues.

Definition: multiple communications channels integrated into different 'universal queues' to standardize processing and handling.

Basically a jointed queue is an extended level of universal queues, applied only when more than single queue are merged so that they can be served by a group of staffs. Managing jointed queues requires a dedicated team as it is for singular queues but in this case skills and knowledge is a key factor because among the team members a screening must be applied in order to define the multitasking capabilities of staffs and determine their ability to get exposed on more than one services concurrently. Advanced mathematics must also be applied in order to define practicable performance parameter such as averaging queue times and calculating the suitable Agents Average Handling time from the predefined average handling time of each and every queue.

Managing disjointed Queues.

Disjointed queues are characteristically as universal queues, and this technique is applied basing on the volume of traffic and the nature of services to be served, especially when various services are on the market and the demand predict a need of deploying specialists on each service channels, here a need of defining among the team who had mastered what? is required in order to do appropriate grouping according to service channels to be served. A dedicated team is also needed as to abide on basic requirement in serving queues such as time management, quick reflection, so that performance parameters like average handling time and queue time on every service channel are respected. Advanced mathematics is also required if calculating the overall performance is needed.