We have several skill groups within each of the two partially interchangeable directions. That is, inside the direction, employees are universal specialists, and now we are all agents, for with the exception of beginners, we include them in all skill groups. With our specifics, this is more convenient – this allows you to distribute the workload between employees as efficiently as possible and quickly respond to a sharp influx of tickets on some topic. Thanks to the statistics that Usedesk collects, we see the situation with incoming tickets (where employees have time or do not have time), and SLA begins to "sink" based on how quickly the queue is assembled and how much time is spent on processing. Depending on this, we reinforce this or that channel with agents.
There are two options for the agent to process tickets:
- The agent takes turns processing tickets from the list, which is formed from all queues of its skill groups in order of priority by SLA.
- The agent sees filters by subject and chooses which ones to process first. For example, we see that now we have many tickets dropped into the "delivery" filter, so we operationally increase the priority of their processing and postpone the remaining tickets, on less active topics, for several hours.
We are also experimenting with the settings of filters, tags, and automatic rules in Usedesk in order to choose the optimal scheme, taking into account the peculiarities of the business and the profile of the distribution of the incoming stream by time: days, weeks, months. After all, the smaller the volumes, the easier it is to maneuver, the less they need for streaming processes and the more you can use an individual approach to different client situations. The higher the load, the more important it is for the agent to work with the tickets and topics offered by the system without thinking about the choice. With a high load, the distribution of agents by skill groups and levels becomes more relevant: the first, second, and third lines of support.
For example, say you want several agents to constantly and consistently deal only with delivery. You create a delivery skill group, add the necessary agents to it, and set up tags and filters so that participants can only see a list of delivery tickets. As a result, they only answer shipping questions and don't take on other tasks. This approach helps the agents of the skill group to work faster, as it saves them time and intellectual effort in not having to switch between different issues.
At the same time, from the point of view of a set of knowledge, agents can be universal and from shift to shift, they can be transferred from one skill group to another. For example, today an agent is in a skill group for delivery, tomorrow for warranty calls, and so on in a circle. This allows very flexible distribution of the workload between employees depending on changes in the flow of incoming calls and makes them interchangeable.
We immediately set up a funnel for the incoming message flow, and in the end, we did a very good job: they managed to process tickets day-to-day and fulfill SLA well. We managed to realize the old dream of all support services – the client receives the first response within an hour. Questions that require several iterations are solved on average in a day, and almost never longer than three days – in situations where additional information from the client or the participation of some other services is needed.