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Pre-set reasons for skipping while using Guided Mode
已于 2022年5月02日 发布
Our teams have not launched Guided Mode yet but are preparing for it this year. One of the challenges I see is that with the current Guided Mode functionality, Agents are provided with an open text box to tell a manager why they are skipping a ticket or can simply skip without providing a reason.
While we can coach Agents to always provide a reason, it would be more effective for Agents, Managers, and Analytics to not have the option to skip without a reason. In addition, for Agent efficiency and improved reporting, allowing us to include a preset list of skip reasons will create consistency in reporting, more effective training for Agents, and a more efficient way to skip a ticket.
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2 条评论
Barry Neary
Hi Dan Cross
Thanks for the feedback. We have in our routing roadmap a reason for decline field, so if an agent declines a task that is routed to them they have to pick from a list of reasons.
However if there is enough demand for a similar function on guided mode, we can include this as a roadmap item too.
Barry
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Sydney Neubauer
+1 definitely up voting. Our team has done a half-approach for Guided mode. They use the Play mode feature but it isn't mandatory. The reason for this is because of the ability for Agents to get out of a ticket without leaving a reason.
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