Business Problem:
  • Agents are overwhelmed with a surge of inbound conversations where they’re being assigned to too many Contacts in a short period of time.
Pain Points:
  • 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.