Settings and activity
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6 votes
Is the question about prioritizing chat vs email? or digital channels vs voice calls? please describe in detail
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18 votes
Jean-Baptiste
supported this idea
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51 votesJean-Baptiste
supported this idea
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We would like to be able to manage the priority of digital channels (digital queue vs other digital queue), which is not currently possible in RingCX.
We would also like requests arriving on a voice channel to be routed to agents based solely on their availability on that type of channel (voice vs. digital).
For example:
- A call on a voice queue is directed to the agent with the longest availability time, taking into account the agent's priority on voice, regardless of their availability time on digital channels.
- A digital conversation is directed to the agent with the longest availability time, taking into account the agent's priority on digital, regardless of their availability time on voice queues.