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- Jun 29, 2016
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Dear Community
Have a great day.
We have a very common case in certain types of work sectors, where the 3CX end customer, due to their day-to-day activities, requires transferring open conversations in the chat (SMS, WhatsApp, Messenger, among others), where for different reasons, they must, at the end of their shift or assigned work time, hand over these conversations to another agent. In practice, this has been seen in a client in the Health Sector (in 7 x 24 operation); where the morning agent (06:00 AM to 02:00 PM) must transfer the conversations to the afternoon agent (02:00 PM to 10:00 PM) and this in turn to the night agent (10:00 PM to 06:00 AM) and so on in the cycle
When the system was started, this process was simple because they did not involve more than a couple or ten, but as the issue has become more established, more recently between 50 to 100 conversations per shift have been identified, which makes it cumbersome and too expensive to provide continuity in the shift change by personnel.
The system has established the routing via Call Queue, but with the Take Chat option, the other agents cannot see the conversations taken. Consequently, the conversation taken must be reassigned to the next agent of the following shift.
For the above, we ask for your support to adapt a way that allows us to simplify and continue using the tool. Please note that this could be an automatic transfer based on agent shift and/or call queue management.
We hope to have good news.
Have a great day.
We have a very common case in certain types of work sectors, where the 3CX end customer, due to their day-to-day activities, requires transferring open conversations in the chat (SMS, WhatsApp, Messenger, among others), where for different reasons, they must, at the end of their shift or assigned work time, hand over these conversations to another agent. In practice, this has been seen in a client in the Health Sector (in 7 x 24 operation); where the morning agent (06:00 AM to 02:00 PM) must transfer the conversations to the afternoon agent (02:00 PM to 10:00 PM) and this in turn to the night agent (10:00 PM to 06:00 AM) and so on in the cycle
When the system was started, this process was simple because they did not involve more than a couple or ten, but as the issue has become more established, more recently between 50 to 100 conversations per shift have been identified, which makes it cumbersome and too expensive to provide continuity in the shift change by personnel.
The system has established the routing via Call Queue, but with the Take Chat option, the other agents cannot see the conversations taken. Consequently, the conversation taken must be reassigned to the next agent of the following shift.
For the above, we ask for your support to adapt a way that allows us to simplify and continue using the tool. Please note that this could be an automatic transfer based on agent shift and/or call queue management.
We hope to have good news.
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