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Interaction/Agent Capacity Settings
Posted Mar 28, 2021
Feature Request: Interaction/Agent Capacity Settings.
Eg, an admin should be able to set a value for each the below.
This would mean if an agent is logged into phone, chat and is handling tickets could only handle 1x Call at a time, 2 chats a time, or 1 chat and two tickets, or 1 call and 1 ticket, or 2 chats etc.
In the current environment, there is no way to stop calls coming in if the agent is on a chat or if the agent is on a chat there is no way to stop calls from dropping in.
Example:
| Live (e.g. Phone) [51-100]: Eg 75 | |
| Non-Live (e.g. Case) [1-100]: Eg 25 | |
|
Semi-Live (e.g. Chat) [1-100]: Eg 50
Would be great to set this as an agent level or group level. |
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2 comments
Volkan Akdugan
Hi @...
I have good news for you. We currently have an Early Access Program for the feature called "Focus Mode" that allows agents to be online for both chat and voice conversations but only serves the agent conversations from one channel at a time.
Please fill the form here to participate Focus Mode EAP as one of the first customers to benefit from the new experience and share your feedback with us. Also, I would like to reach out to you to talk about the next steps of Focus Mode in the larger omni-channel perspective that would potentially fulfil most of listed items in the long term.
Thanks,
Volkan
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Domain Holdings Australia Limited
Thanks @... - I've completed the form and look forward to getting this activated asap.
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