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Email Transfer and Agent job count while transfreing

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  • 1.  Email Transfer and Agent job count while transfreing

    Posted 09-28-2021 01:21
    No replies, thread closed.

    I have some question regarding to the incoming job routing and assigning concept

     

    Example 1:

     

    Email route to Agent A, after answer, she found this is email shall forward to Agent B who has Chinese language skill to reply to guest, so Agent A transfer this email to Agent B.

     

    Question: In this case, will this job counted as 1 for Agent A? She didn't really handled it, she just answer and transfer to Agent B. This is important as it affect Genesys' job routing and assigning. Cause if this also count, it means Agent A might keep answering emails and transferring it to others. And new calls or chat might keep routing to Agent B only who might not got that much incoming emails.

    Thanks & Regards,
    Surya


    #Ask Me Anything (AMA)

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    Surya Kotey
    CXP LAB PTE LTD
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