Jenna Marchant

When an agent is assigned to multiple groups they have access to all chats and calls that come in across all groups. However, sometimes they only need access to a group for a specific time of day. To remove the middle man of the admin and having to continue to remove the agent from specific groups, it would great if the agent could toggle and only turn on specific groups to be active with chat and talk. Even if an agent is in multiple groups they don't have to be available for them all at the same time. 

With agents on both chat and call queues, it can be hard to manually toggle between each and not miss interactions. If a chat comes in, they won't be able to also answer a call. We don't want the customer waiting too long and or causing our metrics to show lots of missed calls. It would be great if an agent is live in both a chat and talk queue and an inquire comes in, they are temporarily placed on unavailable until they end the chat or call, or place themselves manually back in the queue. 

With agents on both chat and call queues, it can be hard to manually toggle between each and not miss interactions. If a call comes in, they won't be able to also answer a chat. We don't want the customer waiting too long and or causing our metrics to show lots of missed chats. It would be great if an agent is live in both a chat and talk queue and an inquire comes in, they are temporarily placed on unavailable until they end the chat or call, or place themselves manually back in the queue.