Managing Agent Availability
Smarticks Out of Office functionality empowers businesses to manage agent availability, ensuring efficient workload distribution and improved customer experience.
Technical Overview:
- Availability Control: Agents can mark themselves as “Unavailable” through the user interface, indicating they are currently out of the office.
- Conversation Reassignment: When an unavailable agent receives a customer reply, the conversation is automatically reassigned to the unassigned pool, ensuring timely follow-up.
- Agent Visibility: Unavailable agents are marked as “Out of Office” within the assignee list, preventing accidental assignment of new conversations.
- Reminder System: A gentle reminder within the main menu keeps agents informed of their Out-of-Office status.
Limitations:
- API/Workflow Assigning: Assigning conversations to unavailable agents through API or Workflows remains possible.
- Chat Functionality: This functionality operates independently of the Smarticks Chat functionality and does not control agent availability within chat.
By leveraging Smarticks Out of Office, businesses can streamline agent workload management, optimize resource allocation, and ultimately enhance customer service delivery.
