Our agents use Omnichannel routing and are multi-tasking doing messaging tickets and calls at the same time. As the messaging tickets are live, we need the agents to be responding within seconds to the customer's request.
When a call comes through it stops the agent in their tracks as they have to wait for the ticket to open after they click Accept and then navigate back to the messaging ticket to continue typing.
We would like the ability to stop the tickets from popping up to speed up the workflow. Alternatively, speed up the pop-up process as it can be incredibly slow and buggy.
Bitte melden Sie sich an, um einen Kommentar zu hinterlassen.