Feature Request Summary:
A focus mode to apply to Messaging and Talk, for the purpose of allowing agents who work with both (Messaging live conversations via AB routing) to be routed either option when they're already addressing one of these things (a call or a active messaging ticket).
Agent has Talk and Messaging active, but is unable to keep up with having a live Talk call, whilst also addressing a picked up live Messaging conversation. When either Talk or Messaging is actively being used by the agent, it would be great to have a focus system which doesn't push the other option through for the agent to answer so they can stay focused.
Business impact of limitation or missing feature:
When Talk calls and live Messaging is routed, many agents struggle to answer both whilst maintaining a good level of service to each customer concerned.
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