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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Original Message:
Sent: 06-20-2024 10:14
From: Qan T
Subject: Some agents are reporting receiving two simultaneous message interactions, is this normal?
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
Original Message:
Sent: 06-19-2024 08:40
From: Judith Jimenez
Subject: Some agents are reporting receiving two simultaneous message interactions, is this normal?
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
Original Message:
Sent: 06-17-2024 13:57
From: Qan T
Subject: Some agents are reporting receiving two simultaneous message interactions, is this normal?
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?
#Reporting/Analytics
#Unsure/Other
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Qan T
Vibrant Emotional Health
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