This EAP aims to enable workforce managers to automatically release agent's capacity and set the ticket status.
With agents handling multiple conversations concurrently, it might be difficult for them to track end-user activity , set ticket status and release capacity.
We want to make it easier by allowing workforce managers to setup an automation which -
- releases agent's capacity
- updates messaging ticket's status to a pre-defined status
after 'x' minutes of no response from the end-user, where 'x' and the ticket status to switch to are configurable.
How does it work?
System will detect lack of end-user response in last 'x' mins, change the ticket status and release agent's capacity
This setting will apply only to Messaging tickets , in Open state, assigned to an agent. It will exclude unassigned messaging tickets.
The user interface for this setting to enable/disable and manage the timer with ticket status is under development. I will reach out to you to set the timer and ticket status during onboarding. In the interim, if you wish to disable this EAP, please use the same email thread used for onboarding.
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