Well...software can't solve all issues. I think you better ask your customer a business model, on what to do with those interactions. Close the channel due lack of agents? Create a bot for automation? Because limit or narrow the incoming channel wouldn't fix the issue at all...You will create a bad experience for customers which obviously will seek another channel to get attention...Voice? Would be much worst and expensive...you don't want that.
Advice your customer on what will happen and create a plan. Remember all bad experiences at Internet bounce faster and harder on the company
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Jorge Cornejo
Individual Only Contact Account
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Original Message:
Sent: 05-05-2020 12:19
From: sergio cd
Subject: High volume of Facebook social interactions
Hi to all,
I am looking for the best way to manage Facebook and Twitter interactions inside Genesys platform during "covid-19" time.
The scope is to manage suddenly and unexpected high volume of social media interactions.
Could we filter (or block) social media interactions using specific hashtags as "covid19" ?
Otherwise ... could we increase the number of max sessions managed by ORS?
We appreciate in advance
Best regards
#DigitalChannels
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Sergio
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