Flexibility in Assigning and Managing Email Communications
Current Setup:
- No role-based restriction available for view-only access to digital queues
- Email Assignment via automatic routing or manual assignment by Supervisors
Request:
- Viewing permissions and view email communications without being assigned or able to respond
- Visibility into email threads by all agents without compromising interaction ownership
- Auto-assignment by time-slot or agent shift
3
votes
Reyann
shared this idea
We currently have a very permissive system, where all agents can view and act on all channels.
Are you asking for the ability to simply leave the visibility, but remove the ability to engage (change ownership) or reply to the customers from the All messages mode for all channels?
