Hi All,
Our Agents have been getting frustrated with how our email filters are set up.
Currently we have one email queue, with a switch that has 7 different cases with 7 different list of keywords to filter in to those queues.
When a customer emails in, it routes to whichever queue a keyword was picked up in. When customers then reply to that agent, it sometimes goes in to a different queue than before.
Is there a way around this? Advanced agent routing or so?
Thanks in advance.
#ArchitectureandDesign#PlatformAdministration#Unsure/Other------------------------------
Jordan Miller
People's Postcode Lottery
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