Digital interaction routing to next available agent
Route digital interactions to the longest available agent, regardless of how many concurrent interactions each agent can handle. For example, we have agents set to two concurrent digital interactions, and when two come in they both go to the same agent. We would want one to go to the first, then the second to go to the next available agent. An additional option to choose to have this work for voice interactions as well could also be useful.
2
votes
Richard
shared this idea
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Sarah
commented
We should be able to share the workflow accordingly to agents, not stack an agent up and then have other agents non productive.