Agent Assignment for Multi-Channel Support
How should agents be assigned to different support channels?
Agents can be assigned to support channels using either a shared or dedicated model, depending on your organization's size and needs.
In a dedicated model, agents focus on one channel, like chat, allowing them to develop expertise in that area. This is recommended for organizations with more than 10 agents. In a shared model, agents switch between channels as needed, maximizing their time and flexibility. Each model has its pros and cons, and the choice depends on your specific support strategy.
More related questions
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