Idea

ryan-hawkins11111 avatar image
ryan-hawkins11111 suggested jerry-c15513 commented

Pulling Emails from the Active Contacts Queue on Contact Centre

RC support agent posting on behalf of customer: 

We are a UK based account and our Contact Centre has a high mixed of calls and emails coming in, and often we deal with emergency orders when dealing with the emergency services or disaster recovery. As we are a PPE supplier this is often urgent next day or same day requests.

We really need a way to be able to 'pull' an email contact out of the Active contacts queue to be able to prioritise it - you can delete it - why can't you escalated or assign to a specific agent - would be great to be able to do this!
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3 Comments

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Kate McClarron avatar image
Kate McClarron commented

Thank you Ryan
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stewart-donnor11166 avatar image
stewart-donnor11166 commented
Even if a supervisor could send this to a specific colleague to work next. This would be a game changer
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jerry-c15513 avatar image
jerry-c15513 commented
This would be very useful for our organization as well.
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