Settings and activity
109 results found
-
14 votes
Malcolm
supported this idea
·
-
14 votesMalcolm
supported this idea
·
-
Do not change agent status to Available once the call is over, when agent was initially unavailable.
29 votesMalcolm
supported this idea
·
-
25 votesMalcolm
supported this idea
·
-
104 votesMalcolm
supported this idea
·
-
32 votesMalcolm
supported this idea
·
-
30 votesMalcolm
supported this idea
·
-
31 votesMalcolm
supported this idea
·
-
24 votesMalcolm
supported this idea
·
-
8 votesNeeds More Information · 1 comment · RingCX » Automated outbound dialing, campaign & lead mngmt · Admin →Malcolm
supported this idea
·
-
3 votesMalcolm
supported this idea
·
-
3 votesMalcolm
supported this idea
·
-
122 votesMalcolm
supported this idea
·
-
16 votesMalcolm
shared this idea
·
-
19 votes
An error occurred while saving the comment Malcolm
supported this idea
·
-
7 votesMalcolm
supported this idea
·
-
21 votesMalcolm
shared this idea
·
-
45 votesMalcolm
supported this idea
·
-
59 votesMalcolm
supported this idea
·
-
69 votesMalcolm
supported this idea
·
Agents require the ability to transfer a digital interaction easily and directly to another agent. This functionality is currently unavailable in 'My Messages' (Routing Mode) without the creation of personal queues for agents.
However, personal queues are not always a viable option because they:
- Substantially increase the Level of Effort for both initial implementation and ongoing maintenance.
- Overcomplicate Analytics and Reporting, as interactions for a single channel are spread across multiple queues, which significantly hinders effective analysis.
- Pose a risk that interactions could be missed or lost in the event of an unexpected employee absence if forwarded to a personal queue
Should such a feature be implemented, I would like to suggest that functionality is included to automatically requeue the interaction to the initial queue if the assigned agent does not accept it within a specified timeframe (e.g., 'x' seconds, minutes, or hours).