I would like to recommend a function that allows an Admin to override calls that are sitting in the queue for the following situation/example:
Scenario: Let's say there are 3 agents online and one of them is an Admin. The two other agents are already busy on calls (which can take a while to complete). Meanwhile the Admin misses a new call for any given reason. This will cause the call to wait because the system doesn't try the same agent twice. If it sees that the other 2 agents are busy, the call just sits there and could be sitting there for a long time. Even though the Admin missed it the first time, perhaps they would be able to take it the second time around. (but there is no second time around).
It would be great for the Admin to have had the ability to forcefully take the call. Whether it be a simply button in the Talk app that regular agents don't have. Or maybe if the call could come back to the Admin after they quickly log out and back in again kind of as a "refresh".
Please sign in to leave a comment.