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  • 1.  Some agents are reporting receiving two simultaneous message interactions, is this normal?

    Posted 06-17-2024 13:57
    No replies, thread closed.

    Two agents are reporting they are receiving two simultaneous SMS message interactions. This occurring 3 to 4 times a week according to the agent's Interaction monthly report.

    Utilization is set at organization's setting:

    Chat 2, Message 2, voice 1.

    Is there is potential issue here or are the simultaneous interactions arriving as designed by the system?

    examples:

    #Reporting/Analytics
    #Unsure/Other

    ------------------------------
    Qan T
    Vibrant Emotional Health
    ------------------------------


  • 2.  RE: Some agents are reporting receiving two simultaneous message interactions, is this normal?
    Best Answer

    Posted 06-17-2024 22:43
    No replies, thread closed.

    Based on the utilization settings Chat 2, Message 2, and Voice 1, your agents can handle 2 simultaneous Message interactions. Since SMS is a type of Message interaction, the system works as designed. Nothing to worry about. 



    ------------------------------
    Tatjana Knezevic

    www.startelecom.cloud

    https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
    ------------------------------



  • 3.  RE: Some agents are reporting receiving two simultaneous message interactions, is this normal?

    Posted 06-18-2024 10:22
    No replies, thread closed.

    Thank you Tatjana for verifying.



    ------------------------------
    Qan T
    Vibrant Emotional Health
    ------------------------------

    Original Message


  • 4.  RE: Some agents are reporting receiving two simultaneous message interactions, is this normal?

    Posted 06-19-2024 08:41
    No replies, thread closed.

    You could customize what you want to the agents to receive by NOT utilizing the organizational settings.   



    ------------------------------
    Judy Jimenez, Call Center Operations Manager
    CURE Auto Insurance
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  • 5.  RE: Some agents are reporting receiving two simultaneous message interactions, is this normal?

    Posted 06-20-2024 10:14
    No replies, thread closed.

    Ty Judy. We looked at that option but for 1 or 2 agent that would not follow the contact center policy.



    ------------------------------
    Qan T
    Vibrant Emotional Health
    ------------------------------

    Original Message


  • 6.  RE: Some agents are reporting receiving two simultaneous message interactions, is this normal?

    Posted 06-21-2024 07:49
    No replies, thread closed.

    Qan - if you are looking to customize something for those two agents, you can unclick the Organizational Settings and customize how they handle.   



    ------------------------------
    Judy Jimenez, Call Center Operations Manager
    CURE Auto Insurance
    ------------------------------

    Original Message


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