Queue Clean Up Solution

The feature aims to manage ‘Inactive-Inqueue’ conversations. These are unassigned conversations that remain in the queue for an extended period, causing increased wait times and resource inefficiency. When agents finally reach these conversations, the consumers are often inactive, leading to wasted effort.

The Queue Cleanup (QCU) feature integrates with these inactive conversations. It proactively sends messages to consumers to determine their interest. Depending on the consumer’s response (or lack thereof), the conversation can be actively closed.

Key Features

Configurable Skills: The queue clean-up feature can be enabled for specific skills, allowing for targeted implementation.

Customizable Wake-up Messages: The system will send wake-up messages to in-queue consumers to gauge their continued interest. The content and format of these messages are fully customizable.

Adaptive Queue Wait Time: The initial queue wait time before sending wake-up messages is configurable, allowing for adjustments based on specific skill dynamics, customer behavior, and expected conversation volume.

Periodic Engagement: The system can be configured to send wake-up messages at predefined intervals for conversations that remain in the queue. This ensures continuous engagement with consumers and timely identification of inactive conversations.

Automated Conversation Closure: If a consumer is unresponsive or indicates that they no longer require assistance, the system will automatically close the conversation or prevent it from being assigned to an agent. This prevents unnecessary agent involvement and frees up resources for more productive interactions.

Benefits

Improved Agent Efficiency: By reducing the number of inactive conversations that require agent attention, the queue clean-up feature allows agents to focus on resolving active customer inquiries, leading to increased productivity and a better overall customer experience.

Enhanced Resource Utilization: By preventing agents from dedicating time to unproductive conversations, the queue clean-up feature maximizes agent availability and ensures that resources are allocated efficiently.

Optimized Queue Management: The automated identification and closure of inactive conversations contribute to a more streamlined queue management process, reducing wait times for active customers and improving overall queue performance.

Enablement

• LP Account team must enable backend settings.
• Account must have CCS V2 enabled.
• LP Account Team to add configurations for the user in the account

FAQs

Q.Does this solution allow to close conversations immediately when the consumer selects “No”
A. Yes, This solution allows user conversation to be closed immediately upon choosing “No”

Q: Does this solution allow sending different WakeUP Messages for non-standard responses that don’t match with “Yes”/”No” Regex?
A. This solution does allow users to send different follow-up WAKEUP_MESSSAGE

Q. Does this solution transfer consumers that are “non-responsive” after receiving WAKEUP_MESSAGE to the human agent?
A. Depending on the brand account configuration, you can choose whether to allow conversations from the queue to be transferred to human agents. If you need to make changes, please reach out to the account team.

Q. Does this solution validate against NLU/Pattern matches?
A. No, the current version of the solution is based on RegEx patterns for the “Yes”/”No” responses that can be configured.

Q. Can the brand set and adjust the configurations and self-serve by themselves?
A.Yes, the configurations are set in Conversation Orchestrator under “Custom” variables and Brands can set configurations as and when they need.

Q. Is it possible to increase the timers while a wait time queue is built up?
A. The timers are set in seconds; increasing timing configurations is possible, and that doesn’t impact the flow or conversations. The user will receive the appropriate messages when the conversation hits the “new” timer. This usually takes a few minutes to take effect.

Q. Is it possible to decrease the timers while there is a wait time queue going down? Does it have any downside impact?
A. Yes, you can decrease the timers. In the next evaluation, all conversations exceeding the newly reduced timers will receive the appropriate messages, such as the WAKE_UP message.

Q. After sending a response “Yes” to WAKEUP_MESSAGE, if the user keeps on sending messages, does that reset the IWT timer OR WAKEUP_MESSAGE timer?
A. No, user actions or messages do not reset the IWT/WAKEUP_MESSAGE timer.

See also