Article: Deal with Surge of Open Conversations
Yong Wai Ting
- Agents are overwhelmed with a surge of inbound conversations where they’re being assigned to too many Contacts in a short period of time.
- When an issue impact a large amount of Contacts, Agents will be bombarded with a high number of Contacts reporting the same issue.
- Agents need to repeatedly provide the same context to Contacts before closing the conversations.
- A bottleneck occurs in the assignment queue and Contacts are stuck in queue.