I would like to know if it's possible to answer a call without setting chat interruptible by chat? the scenario is that the utilization setting is as following
Call - 1
Chat - 3
agent answering 1st chat, then there is a call come in, since it is set chat not interruptible by call, so the call is waiting in queue,
however before agent end the 1st chat, there is another chat come in and will be answered by agent. so on and so forth
seems like the call can never be answered if the other chats keeps coming in.
Is my understanding correct?
since customer servicing is set at very high target in my company, mgmt does not want chat and call to be interrupted by each other. in this case, does that mean there is a chance that the call can never be picked up?
#DigitalChannels#Routing(ACD/IVR)------------------------------
annie Ng
Accenture Company Limited
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