Agent Capacity in an Omni-Channel World


In a modern contact center that accepts voice, web chat, email and even video inquiries from customers, it can be even more complicated to correctly manage a blended queue. When all of your agents are busy, does that incoming web chat need to stay in queue or can it be routed to one of your skilled agents? While a one-on-one voice or video chat might command an agent’s undivided attention, emails and web chats will often have significant lag time between the agent and customer portions of the conversation. We think of the latter as asynchronous interactions due to the expected latency.

When you know an agent is handling asynchronous conversations, you know they can help more than one customer at the same time – but you want to ensure they aren’t overwhelmed (for your agents’ and your customers’ well-being). The thought of too many chats being pushed to one agent makes me think of the “conveyor belt” scene from I Love Lucy:

The algorithm we use to go beyond binary “busy” and “ready” states in our omni-channel cloud contact center, Zipwire, is called media concurrency, and it takes agent attention and the priority of inbound inquiries into account to ensure lower idle times for agents and shorter queueing time for customers, while providing high-quality service.
To learn more about how media concurrency intelligently routes interactions based on channel types and agent abilities, read our latest white paper: How Many Customers Can You Help At The Same Time? How Media Concurrency In Omni-Channel Contact Centers Maximizes Agents’ Interactions.