We are experiencing a client experience issue regarding the priority of which callers who 'raise their hand' are displayed in the dashboard queue.
We work with customers who are suffering from health issues and have up to 100 participants and run this conference call like a radio show format...asking them to press the number 1 to get in the queue (raise hand) in order to ask their question live.
We sort the callers dashboard by the 'hand' column so everyone with a question floats to the top. But the challenge is that whenever someone raises their hand they float to the top above other callers that already have their hand raised and have been waiting...it sorts them randomly.
There has to be better way to sort the callers in order of arrival into the queue (raising their hands).
We have used other platforms that offer a 'sort in order of arrival' queue, and we were able to very quickly move through each callers Q&A and get to all the callers in the queue in the allotted time. And now with MC we have customers who raise their hands within the first 5 minutes of the call but are then waiting an entire hour in the queue (dashboard)...it is becoming extremely difficult and offers a poor client experience for those who want to ask a question and don't get to because they were over looked and we run out of time.
Adam and Joshua have mentioned that the customers don't necessarily know they have been waiting in the queue but imagine you were a customer wanting to ask a question in regards to a chronic pain that is keeping you up at night…you raise your hand right when the call starts…and then sit and listen for an hour never hearing your name called to ask a question…it's another sleepless night for you.
And aside from trying some work arounds with entering information into the callers profile on the right hand side to try and track more efficiently ... it is just not manageable for our presenters and assistants.
There must be some other clients of MC's that are experiencing this same challenge. I don't believe that the programming logic would be too difficult to develop...as robust at MC already is.
Thanks in advance,
Optimal Wellness Labs
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