Ability to dynamically add overflow agents to queues when SLA is breached. Rather than overflowing callers to another queue when callers exceed the max number of callers waiting in the queue or max hold times, why not automatically add more agents to the original queue? When numbers fall below the SLA, then automatically remove the “overflow” agents from the queue.
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Posted by Matthew Orr (Ideas: 3, Suggestions: 1)
Asked on July 6, 2018 10:14 pm
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