In this context, emails refer to any conversation we treat as asynchronous, and chat refers to messages we’re expected to handle live.
All messages for our team come through the same messenger, but split into different inboxes so we can manage the priority, etc.
We used to utilize automatic assignment of emails to ensure that the workload is fairly distributed.
The problem is that if an agent is "available", they'll be getting chats all the time, even though they are NOT supposed to receive chats. This means they have to stay away and manually grab emails, which defeats the purpose of automatic assignments of emails.
I would like a way to be “Away” in one Inbox at a time. This could be useful for anyone that works across multiple teams (like someone that works both billing and risk), splits their time and needs to split the work as well.
(According to both Fin and the forum, this isn’t an option currently)