Unable to determine on the agent end if the calls are overflow
Con risposta
Data ultimo post: 10 ago 2021
Hi,
Good day.
We are unable to determine on the agent end if the calls are overflow.
Hopefully, talk devs would check and revisit the setup.
Devs can just add a tag to every ticket that is created from overflow.
Same with this article:
https://support.zendesk.com/hc/en-us/articles/360001900507-Managing-overflow-calls-and-after-hours-routing-Talk-Professional-and-Enterprise-#zug_talk_overflow__section_q45_qpf_dfb
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2 commenti
James Paquera
Hi Martin Holmes,
Apologies for the delayed response.
This is for us to determine in actual that the call is overflow and the agent can determine that the call he/she received is an overflow call. Since Agent has a different process if the call is overflow.
Hope you understand what I mean.
Thanks.
James P.
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Martin Holmes
Hi James,
Thanks for getting in touch.
The current behaviour is:
Can you help me understand why adding a tag to calls that overflow to a Talk number would be of value to your agents?
Thanks,
Martin
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