Help w/Tickets but not phones
I have agents in two groups representing two tiers. Both teams handle tickets and calls in their respective groups. Calls and tickets for each tier are routed to their groups.
Occasionally I need a Tier 2 person to jump in and help Tier 1 with tickets, but I don't want them having to field calls from Tier 1. Has anyone set up something similar? The only things I've come up with so far are:
- Have the agent decline calls for Tier 1.
- Create a phone-only group for each tier.
Anyone have any other ideas?
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Hi Joshua Bentley,
The solution to this use case might be omnichannel routing with unified agent statuses. It will allow for custom statuses for agents where they can be assigned tickets based on channels and capacities. Bear in mind that this is not a small change as it will affect the way your tickets are routed across all channels and it does have some limitations.
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Thank you for the suggestion, Ahmed Zaid! I'll look into that more.
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