Current Limitation:
At the moment, technicians can only be logged into the following routing channels:
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Phone (Phone only)
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Conversations (Includes both Chat and Email)
Suggestion for Improvement:
I’d like to propose greater flexibility in how routing channels are configured and assigned. Specifically:
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Split Email from the Conversations Channel:
Allow Email to be its own standalone routing channel, separate from Chat. This would enable technicians to be logged into Email without being required to handle Chat at the same time. -
Enable Multi-Channel Selection:
Provide the option for technicians to select multiple channels—rather than being limited to just one or "All." For example, a tech could be logged into both Phone and Email, but not Chat.
Alternative Approach:
If separating Email from Conversations isn’t feasible, another solution would be to include Email as part of the Phone channel. This way, Phone agents could assist with email volume during slower phone periods.
Why This Matters:
In environments where email and chat volumes are particularly high, the current setup disproportionately burdens the “Conversation” techs while “Phone” techs remain limited in how they can help. This often requires manual intervention by team leads to balance workloads across the team. By allowing more flexible channel selection or smarter routing, teams could improve efficiency and reduce operational overhead.
