Purpose and features
With this improvement that allows you to manage the queues and teams of logoff agents more effectively, you can manage your operations even when agents are offline.
Convenience in Queue and Team Management: Easily oversee defined queues and teams to optimize your workflow.
Real-Time Tracking: Keep track of the status of offline representatives, allowing you to monitor your team's performance at any moment.
Customized Assignments: Assign specific queues and teams to agents, personalizing their workload and tasks.
Enhanced Efficiency: Optimize queue and team assignments to increase operational efficiency.
Benefits
We can summarize the advantages that this improvement will offer as follows:
Improved Efficiency: Increase productivity by managing workflows more effectively through real-time tracking and customized assignments.
Time and Effort Savings: Simplify queue and team management, reducing administrative tasks and allowing for a focus on strategic decisions.
Enhanced Accountability: Agents can track assigned tasks even when offline, making operations smoother.
Better Customer Service: Enhance customer service by assigning the right queues and teams to the right agents, providing faster responses to customers.
Instructions
Access the "Agents" tab on the supervisor screens.
Access the "Offline Agents" tab.
To edit the teams and queues for the agent you wish to modify, press the "Agent Settings" button located next to the agent's name.
We wish your operation benefits from this new release and look forward to hearing your feedback! |