Best Practices for First Reply Time SLAs with Omnichannel
What are the best practices for using omnichannel routing to achieve first reply time SLAs?
To achieve first reply time SLAs with omnichannel routing, it's crucial to define clear service level agreements and configure your routing rules accordingly. This ensures that customer inquiries are prioritized and handled within the agreed timeframes, improving customer satisfaction. By customizing your routing settings, you can ensure that the right agents are handling the right tickets promptly.
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