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

    Posted 06-17-2024 13:57

    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

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

    Posted 06-17-2024 22:43

    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. 



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    Tatjana Knezevic

    www.startelecom.cloud

    https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
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  • 3.  RE: Some agents are reporting receiving two simultaneous message interactions, is this normal?

    Posted 06-18-2024 10:22

    Thank you Tatjana for verifying.



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    Qan T
    Vibrant Emotional Health
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  • 4.  RE: Some agents are reporting receiving two simultaneous message interactions, is this normal?

    Posted 30 days ago

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



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    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 29 days ago

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



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    Qan T
    Vibrant Emotional Health
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  • 6.  RE: Some agents are reporting receiving two simultaneous message interactions, is this normal?

    Posted 28 days ago

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



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    Judy Jimenez, Call Center Operations Manager
    CURE Auto Insurance
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