About Queue Reshuffling

Queue Reshuffling feature can be used with all available contact routing methods. The reshuffling engine associates a score to each contact in the queue based on various factors, such as the importance of the customer or the due time of a particular contact according to service level agreements (SLAs).

A score of between 0 and 1 is associated with each contact. For example, if there are two email contacts in queue and one is due tomorrow, while the second one is due the day after, the engine can assign the first email a score of 0.9 and the second a score of 0.8. This way, the email contact with the earliest due time will be handled first. The same logic can be applied when there are more than two contacts.

If contacts are waiting in queue for an available agent, the routing engine sorts the queue based on the score associated with each contact. The contact with the highest score is assigned to the first available agent. The queue reshuffling engine can change the score for any or all contacts at any time.

You can implement queue reshuffling by working with Webex Contact Center Operations to assign scores to contacts through IVR data dips or via an external entity. Alternatively, Professional Services can help set a score through an API.