The Personal Predictive Queue (PPQ) feature helps you manage agents' calling of assigned leads. A virtual PPQ user group is created for calling the assigned leads with a ratio.
This article explains the following:
how to activate the PPQ feature
which settings are available
how to monitor the agents who work in the PPQ mode from the Realtime page
how to update the calling ratio from the Realtime page.
General Logic
The Personal Predictive Queue is a virtual group displayed on the Realtime page consisting of agents that meet the following conditions:
the agent is configured to work in the PPQ mode
the agent has available PPQ leads (personal assignment leads)
The agents in the PPQ group get calls in that group only if they have available PPQ leads. After they run out of leads, the system will return them to the group they belong to by skill. Until that moment, they are not included in the available user count of that group but are counted as the PPQ group users.
While PPQ is active for an agent, all assigned leads of that agent will belong to the PPQ group.
Configuring PPQ
If you'd like to activate the PPQ feature, please contact the support team.
After the PPQ has been activated, you need to enable and configure it in general settings and for each specific agent in user settings.
1. General Settings
All agents will get the default PPQ configuration from General Settings. The following controls are available in the Personal Predictive Queue section:
Enable PPQ: move the slider to enable the PPQ feature in your system
Default Ratio: set the default calling ratio for all agents; you can customize the ratio for specific agents in their user settings
Sorting Algorithm: choose the sorting method for calling PPQ leads
Call Back Time Ascending - the leads will be called by their call back time no matter their weight; the oldest time comes first
Weight Descending, Then Call Back Time Ascending - the leads will be called by their weight priority; for the leads with the same weight, those with the oldest time come first.
2. User Settings
If you wish specific agents to work in the PPQ mode, enable PPQ in user settings and customize the ratio and sorting method.
Monitoring PPQ in the Realtime
If PPQ is enabled for agents, and they have leads assigned to them, they can start accepting calls. On the Realtime page, a virtual group appears in the Predictive Groups section.
All agents calling their assigned leads belong to the PPQ group.
Agents working in the PPQ mode have a unique indicator next to their names in the Agent List:
NOTE
If agents finish calling all assigned PPQ leads, they are automatically moved from the PPQ group to their regular group. When they get assigned leads and start calling them, they appear in the PPQ group again.
Click Show Users in the Actions column to see more details.
The pop-up window will display statistics about individual PPQ agents and show you global and unique ratios.
Updating Ratio
You can update the ratio right in the Predictive Groups section, which will influence only the agents with the default PPQ settings:
To modify the ratio for the whole PPQ group or specific agents:
Click Show Users in the Actions column in Predictive Groups.
To update the ratio:
for individual agents, edit the number in the Ratio column
for all agents with the default ratio set in Settings, click the number next to Group Ratio Change at the bottom
if you wish to update it for all agents, including those with a unique ratio, select the checkbox in the bottom right
Click Submit Changes.
PPQ Agent Performance Report
Please refer to a separate article to learn how to generate the performance report for agents working in the PPQ mode.