Max allowance by queue to allow omni-channel management without affecting chat availability
Problem:
With our continued efforts to provide CX only to clients who will not be using our in-house CRM, we plug all of their channels directly into RingCX however this now leaves us with the inability for agents to manage different channels queues simulatenously (e.g. chat and emails combined) without using the ""cherry pick"" method of working through the ""all messages"" tab which isn't an option for us to ensure we maintain SLA's for all clients and always work from the eldest messages.
The feature request:
Allow an option to manage multiple queues with different max interaction allowances e.g. web messaging queues 3 max interactions, email channel queues 5 max interactions.
Why it matters:
This ensures that the chat availability feature which helps to maintain our tight chat SLA's is not hindered when agents are also on email channels, as the chat availability feature goes on a queue level.
Rebecca
shared this idea