If an agent misses a call (i.e. doesn't answer it in time), the agent remains available to receive calls in the queue. This is a problem if an agent forgets to make themselves unavailable to receive calls (i.e. if they're in a meeting or gone home for the day) as calls will continue to be routed to them if they are not actually at their desk. This means that callers would experience a longer wait time as calls are routed to agents that are not actually available. Talk currently relies on an admin manually changing the agent's availability as a work around.
In these instances, it would be helpful if Talk could put the agent into wrap up or make them unavailable to receive calls until they make themselves available again. This is already a feature of our current contact centre phone software (we are trialing Talk) and I am surprised that Talk does not have this feature.
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