Best practices for using Segments to combine queues
Know when to use Segments to group queues together.
In the case of a single agent pool that is multi-skilled, we recommend grouping the pool into a single Call Target, which can be consolidated using Segments.
With this configuration, Mindful Callback can see the answer events as a whole, rather than split across different Call Targets. Without grouping, you'll see increases in return call hold time (RCHT), issues with call pacing, and fluctuating or inaccurate estimated callback time (ECBT).
When to combine queues
We recommend grouping queues when calls are handled by the same group of agents at the same priority. This provides the following benefits:
- More accurate expected callback time announcements
- Lower return call hold times for customers
- Improved callback punctuality
- Easier Call Target tuning
When not to combine queues
There are a few cases in which you should not group multiple queues into a single Call Target:
Operating hours or time zone — Consolidating skills with their own individual hours of operation is not currently possible with Segments in a single Call Target. Hours of operation are shared among all Segments in the same Call Target.
Reporting — Do not consolidate if skill distinction is important for reporting.
Impact of Call Target design on ECBT
Scenario 1
In this scenario, calls for the same agent pool are grouped in the same Call Target.
Scenario 2
In this scenario, individual Call Targets are set up for each skill or call type, even though they are answered by the same agent pool at the same priority.
