For the best results with Flow, please follow these suggested guidelines.
Assign only the minimum permissions necessary for individuals to fulfill their role duties
Plan Queues and Queue overflow before creating them in Flow.
Test your Queues before putting them fully into production use - a Queue that is not configured properly can likely lead to a bad customer experience trying to contact the organization frustrating callers before they can reach you.
Educate Supervisors to not directly modify Agent status unless necessary - status changes are tracked internally so skewing in favor of or against Agents can be detected.
Clone existing Application reports and dashboards when making custom Applications or modifying existing ones.
If Application reports are being sent to multiple individuals, request your IT department to create a mailing group including the relevant individuals so reports can be sent to a single “address”.
Encourage agents to transfer calls using Click-to-Transfer instead of through a headset or from the handset directly.
You Should Avoid:
- Re-using Agent ID numbers.
- Deleting Agents, Queues, etc. - set them to inactive or disabled to retain historical data that may be used later in reporting.
- Recycling existing queues by renaming them or repurposing a disabled queue. If a new queue is needed it should be created.
- Setting Queues that overflow to do so into Queues that also overflow.
- Creating skills that are named or implicitly suggest proficiency such as “help desk trainee”. The proficiency associated with each skill accounts for this.
- Deleting Reporting Parameters starting with “nt-”.
- Transferring calls through a headset or from the handset directly.
- Manually managing Agent Current Status - let Post-Call Status do the work.