Please let us have the option to change the 'offer' time per agent.
Currently it is set at 30 seconds and is not possible to change, before it is offered to the next available agent, and the call is only ever offered once.
When you work in a small team, we would ideally want to set the offer time to 10 seconds, and we want the incoming call to bounce between available agents, and not only be offered once but multiple times, until a certain amount of time has passed, like 60 seconds, which then transfers to voicemail.
For example, if there are 2 available agents, then that would give each agent three attempts to answer the call, before the incoming call is diverted to voicemail.
The reason we are requesting this is because we do not sit at our PC's all day just offering support (I'm sure many others are in the same boat). We multi-task and sometimes one agent may be doing other tasks or with a customer over the counter, so there is no point for the incoming call to ring for 30 seconds long an agents PC, while the other agent has to wait 30 seconds for it to transfer to theirs.
Hopefully that makes sense.
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