Spillover Routing
PlanifiéeWe are planning to create Departments and use it as Tier levels (more of skills based). So if "Tier 2" department agents are busy, the customers on those queue will indefinitely wait and might quit the chat. If there's a way to route them to different department after a period of time, that would be great!
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Hi Aswin,
Thank you for writing in. We are working towards extending more options within Chat Routing and are inviting participants for Skills based Routing beta program.More information can be found here.
It would be great if you can sign up for beta by filling up this short form. Look forward to your participation and feedback on whether it meets your routing needs.
- Prakruti
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Excellent! I have signed up and soooo excited!
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