Grouping Talk Overview by Department
Hello. The call center I supervise is broken down into multiple departments. Each department has several different phone numbers that customers can call, and each department has multiple groups. It would be nice if those phones numbers can be grouped together by department for ease of monitoring. For instance, if I want to see how many calls are coming into one department, I have to select multiple phone numbers, and then if I want to see which agents for those phones numbers are currently available or on a call, I have to select multiple groups.
Being able to group these different numbers and groups into a single department and being able to select one department and filter for all of this information would help me keep an eye on all of these different aspects of the business.
Thank you.
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Hi Kandice, you can do it with this featured app of the marketplace: https://www.zendesk.com/apps/support/snapcall/?source=featured
Have a nice day
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Hi Tlago,
This looks interesting, but would it replace phone numbers for a business? I don't think our company is ready to move away from that.
Also, the product doesn't describe the feature about which I originally inquired. Since it isn't even a main selling point for the app, I wonder if the Talk Queue could just be updated to allow companies to create their own departments by adding phone numbers and groups. It seems a lot to change how we do business just to get one new ability.
Thank you for your response.
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