Easier Contact Centre Management Solution
Adding thread ID into reports within analytics, particularly the "Interactions details report" or alternatively, a way to search for UII conversations within the agent/supervisor interface. This way, supervisors/managers can look further into where conversations have been rejected/acceptance timed out and manage the call centre more efficiently providing additional feedback to their agents.
12
votes
Rebecca
shared this idea
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Malcolm
commented
I absolutely agree that this is a must-have feature. Without it, we lack the ability to drill down into historical data and understand its relationship to digital interactions via the thread ID, which serves as the unique digital interaction identifier.