Calls: Enable core capabilities such as Assign , Unassign, and Mute
planned
Ahmed Nassar
Business problem:
- As a manager, I want to have core capabilities for calls such as assigning to an agent, unassigning from an agent, and muting calls, so that I can efficiently manage call handling and improve operational workflow.
Desired outcome:
- Enable call assignment and unassignment to/from agents.
- Allow calls to be muted as needed during interactions.
- Streamline call management functionalities for better productivity.
Use Cases:
- Assign incoming calls to the most suitable agent based on availability or expertise.
- Unassign calls from agents in case of errors or shift changes.
- Mute calls during sensitive or private discussions without disconnecting.
The current workaround:
- N/A
S
Shi Hui
planned