THIS IS ESSENSIAL! When a customer reaches out for support inside the working schedule of the contact center, agents must finish that conversation/session. and send multiple promts until customer is satisfied before dropping a conversation.
current status/lack of functionality in FRONT, makes impossible to do this since new messages into n existing conversation out of the working window will be assigned to a different agent. MAKING THE END USER TO START FROM SQUARE ONE.
This is a direct harm to customer service, and very frustrating for the stake holders of a contact center.
I think this is a basic one rather than a Vote improvement!
THIS IS ESSENSIAL!
When a customer reaches out for support inside the working schedule of the contact center, agents must finish that conversation/session. and send multiple promts until customer is satisfied before dropping a conversation.
current status/lack of functionality in FRONT, makes impossible to do this since new messages into n existing conversation out of the working window will be assigned to a different agent. MAKING THE END USER TO START FROM SQUARE ONE.
This is a direct harm to customer service, and very frustrating for the stake holders of a contact center.
I think this is a basic one rather than a Vote improvement!
Daniel