![]() ![]() ![]() If every agent sees their ticket next in the queue, opens it up, decides it’s too difficult to answer and skips to the next, easier ticket, that customer will be kept waiting. Cherry picking will hold back the agent.įor customers with more difficult questions, cherry-picking means that they will have to wait longer for an answer. When it comes time to step up and take on more challenging customers, they won’t have the necessary skills. They won’t grow or improve as fast as other agents on the team. They never need to do much research, try things out, or learn something new. This means they always answer tickets within their comfort level. The problem with cherry pickingĬherry picking affects three main groups: the agent who is being selective, customers who have more complex problems and the team members who are then forced to deal with them.Ĭherry picking agents look for the simplest ticket with the least amount of effort. In this article, we look at why cherry picking causes so much trouble, how to measure its prevalence and what you can do to prevent it from happening in the first place. It’s an easy habit for agents to slip into, but it can have a big effect on your customer support team and customers. This selective choosing of tickets is called cherry picking. Our eyes slide down the queue to find a satisfying simple how-to ticket. When we see an all-caps, overly technical, confusing ticket, our self-preservation instinct kicks in. Maybe this is why some customer support agents are so good at avoiding terrible tickets. For example, the first caveman who ignored the teeth and tried to cuddle a saber tooth tiger didn’t survive to tell us about it. People without the instinct to avoid things that might hurt tend to die early in life. This is a survival mechanism that has kept us alive for many years. To Failed or Successful, according to your workflow.If left unchecked, cherry picking can lead to poorly trained agents, frustrated customers, and burnt out senior team members.Īs humans, we like to avoid pain. After the Robot finishes retrying the item, the status changes Retried - the item failed with an application exception and was retried.Abandoned - the item remained in the In Progress status for a long period of time (approx.Successful - the item was processed and sent to a Set Transaction Status activity, which changed its status to Successful.Failed - the item did not meet a business or application requirement within the project and was therefore sent to a Set Transaction Status activity, which changed its status to Failed.In Progress - the item was processed with the Get Transaction Item or the Add Transaction Item activity when an item has this status, your custom progress status is also displayed, in the Progress column.New - the item has just been added to the queue with the Add Queue Item activity, or the item was postponed, or a deadline was added to it, or the item was added after an attempt and failure ofĪ previous queue item with auto-retry enabled.Queue items can go through the following statuses: Statuses are displayed in the Status column, in the Transactions page. These statuses let you know if an item has been processed or not, and the stage of the process at a particular time. ![]()
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