Our Talk agents would like the option of choosing themselves which caller they want to answer.
I'll try to justify the request with an example. We have three Talk agents – A, B and C. Agent A receives a call, but he is currently administering a client in the reception and has forgotten to go offline. Agent B and C are then forced to wait until the call to A is forwarded to the next agent in line. It would have been more efficient to pick the call directly from a queue overview.
The challenge is further exacerbated if there are 10 customers waiting in the queue, and agent A is administering a client at the reception. Agent B and C will then have to wait for the call to be forwarded to one of them since those three agents can only receive one call at a time. It would be preferable to get the option of having several callers calling in at once instead of one at a time.
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