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