Call Picking

overview the priority queue call picking application is a custom feature designed to allow executive users to manually select and answer a high priority customer call directly from a shared queue, bypassing the standard automatic call distribution (acd) flow this tool provides granular control to a specific class of users for ensuring critical or premium customer interactions are handled immediately, independent of the agent's current auto call status or standard queue based distribution logic how it works the application works by presenting a filtered view of the active queue to the executive user, who can then initiate a connection to a specific waiting call queue access every logged in user who is assigned to a queue will receive calls for their respective queues the application allows the agent to filter the queues based on their choice prerequisite check to use the pick call function, the executive must be in break mode active call resolution if the executive is currently on a call, they must first end the current conversation and apply a proper disposition before attempting to pick a new call they may also need to disable auto call (autocall off) selection and dial the application interface displays waiting calls with key details (queue name, waiting time, phone/customer name) the executive can select a high priority customer call and click the dial button to immediately connect to that call use cases prioritizing premium customer service scenario an executive is busy on a call, and the queue contains a call from a high value or "premium" customer who cannot wait action the executive quickly ends their current call, enters break mode, uses the priority queue call picking app to identify the premium customer's call, and immediately uses the dial button to bypass the queue and connect instantly benefits enhanced customer service ensures that high value or urgent customer calls are handled without the standard queue delay executive control gives key personnel (executives) the necessary control to intervene in the queue for critical business needs flexibility in call flow provides an exception mechanism to the standard acd distribution to meet specific service level objectives for priority segments limitations user role restriction the feature is not working for professional agent user roles it is intended for executive users prerequisite mode the "pick call" function can only be used when the agent is on break mode no on call notification if the agent is already on a call, no notification is displayed to the agent indicating they are on another call (which would prevent them from using the app) customer name display by default, customer name information is not displayed to display the name, the service team must modify the inbound ivr customer query node to pass the name based on the customer id for each record