Prioritization of the Chat and Mail channels
Currently on digital channels (Chat and Mail) we have no possibility to prioritize them
This has a strong impact on our service level respects, as digital channels are not prioritized at the SLA level, whereas currently, with no possibility to set priorities on these channels, a chat can be prioritized on a call and therefore degrade our ability to pick up in time.
prioritizing calls will improve our SLA’s
HELA
shared this idea
Is the question about prioritizing chat vs email? or digital channels vs voice calls? please describe in detail
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Jean-Baptiste
commented
We would like to be able to manage the priority of digital channels (digital queue vs other digital queue), which is not currently possible in RingCX.
We would also like requests arriving on a voice channel to be routed to agents based solely on their availability on that type of channel (voice vs. digital).
For example:
- A call on a voice queue is directed to the agent with the longest availability time, taking into account the agent's priority on voice, regardless of their availability time on digital channels.
- A digital conversation is directed to the agent with the longest availability time, taking into account the agent's priority on digital, regardless of their availability time on voice queues.