3 results found

1. Prevent rep from manually selecting queue

   Want admins to be able to limit reps ability to select alternative queues or non-matching queues.

   12 votes

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   1 comment  ·  Handoff Router  ·  Delete…  ·  Admin →
   Released  ·  AdminGaines Murfee (Director of Customer Success, Chili Piper, Inc.) responded

   This feature has been released as of Feb 8th 2024. The setting exists at the top of the "Workspace Settings" tab. When the setting gets unchecked, it hides the "Unmatched" queues to prevent the Booker from selecting that queue. 

2. Either Deny Ability to Pull "Unavailable" Rep from HH Queue or Designate in Reports

   We run into a common problem with very small queues (for example, our AE1s, of which we have <20) and during certain times of day (i.e., morning huddles or lunch periods) where the queue itself is devoid of "Available" reps. When this happens, we have a separate process we would like our SDRs to follow to find a warm body for the live transfer; however, in their haste, they often do not even notice that the queue is empty and suggesting an "Unavailable" AE -- and will pull them out of rotation when they cannot take the call. When this happens, in the interest of fairness, we have to manually calibrate the tally back for the AE, which can get very time-consuming.

   However, we can only assume that this is due to SDR error, and we do not have any way to actually verify that the AE was truly "Unavailable" when taken out of the rotation. The best we can do is reference the overlapping calendar event, but we also cannot verify whether this blocker was added after the fact.

   Therefore, it would be nice to either have the option to disallow the Handoff button to be pressed for an "Unavailable" rep (and to be able to set this per queue) -- and/or to add data within the HH event report that indicates the AE was taken out of rotation when they were "Unavailable"(in order to confirm context when reviewing disputes).

   We run into a common problem with very small queues (for example, our AE1s, of which we have <20) and during certain times of day (i.e., morning huddles or lunch periods) where the queue itself is devoid of "Available" reps. When this happens, we have a separate process we would like our SDRs to follow to find a warm body for the live transfer; however, in their haste, they often do not even notice that the queue is empty and suggesting an "Unavailable" AE -- and will pull them out of rotation when they cannot take the call. When this… more

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   0 comments  ·  Handoff Router  ·  Delete…  ·  Admin →
   Released  ·  AdminTaylor Jennings (Admin, Chili Piper, Inc.) responded

   This can be accomplished by setting up the Distribution as 'Strict' and Enabling the 'Prevent Cherry-Picking' setting. See this help article for more: https://help.chilipiper.com/hc/en-us/articles/29260564275603-Setting-up-your-Distributions

3. Mark me as "Available" For Demos I Book

   I book demos for AE's and when those populate on my calendar, it marks me as "Busy" which takes away time slots that propsects can book on my calendarThe latter meetings are 15min intro calls, and the demos are 45-mins. I want to always be marked free for those 45min demos so my availability isnt affectedAlso, can I have demos added on a separate calendar in my work GMail? I know GMail can let you create calendars

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   0 comments  ·  Handoff Router  ·  Delete…  ·  Admin →
   Released  ·  AdminAlly Hardesty (Product Operations Manager, Chili Piper, Inc.) responded

   Available through priority calendar setup in ChiliCal - More details here