Introduction

Dynamic priority groups are used to help control and monitor large call center operations, for example contact center service providers.

A typical scenario is that the call center service provider has several, often dozens or hundreds of customers. Each customer has specific requirements on the contact center service provider, including the number of expected (planned) calls the service provider will be expected to handle on a particular day, or even specific hours in a day. 

The concept is best explained with an example.

Example Dynamic Priority Groups Scenario

Background

Our contact center service provider SuperCenter has the following customers:

• BigShoes - a large customer who sells shoes via an online portal. They also sell via printed catalogues and have an amazon marketplace.
  • Most calls to BigShoes are about making orders, deliveries, returns and other customer enquiries regarding the electronic commerce process.
  • There are an extremely high volume of calls.
  • However not all need to be answered, if busy is signalled by SuperCenter, the call will be transferred to the next service provider by the intelligent network routing of the carrier.
  • The call volume for BigShoes must be handled (if enough calls are delivered). 
  • BigShoes provides expected call volumes to SuperCenter.
• BlueJeans - another much smaller customer who also sells online and through various high street chains.
  • Most calls to BlueJeans are about the electronic commerce process, however they do allow customers to return items directly to their high street stores. 
  • They have a lower volume of calls, however a very high expectancy regarding the service provided by the SuperCenter.
  • Over 90% of the calls must be answered.
  • Calls are not re-routed by the carrier. SuperCenter must endeavour to answer all delivered calls.
  • BlueJeans does not provide expected call volumes, however these can be reasonably predicted from statistical data.
• GreenSocks - a third customer who sells socks via an online portal, but with special requirements because they have a sock subscription service.
  • This often results in long waiting times.
  • Call volumes are highly unpredictable even though GreenSocks provides expected call volumes.
  • Not all calls need to be answered, if busy is signalled by SuperCenter, the call will be transferred to the next service provider by the intelligent network routing of the carrier.
  • SuperCenter is allowed to answer calls and play announcements and music on hold. However, if they do this, then the average waiting time is not expected to exceed a certain level.

Key Requirements for each Customer

It's not trivial to run a contact center which needs to provide such conflicting levels of service. Each customer has their own requirements which are summarised below.

Next, we discuss a possible setup to help deal with these requirements.

Configuration

Dynamic Priority Groups

First of all, dynamic priority groups are created for each of the customers. These are shown here:

Service Number

Using Dynamic Priority Groups