Understanding the Override Agent Role in Zendesk
What is the role of an override agent in Zendesk Suite?
An override agent is a flexible role designed to provide additional support across channels as needed.
Primarily scheduled for the Support channel, an override agent can switch to other channels when extra assistance is required, such as during high call volumes or unexpected increases in messaging requests. This role helps maintain service levels and ensures customer queries are addressed promptly.
For more insights, refer to the originalZendesk help article.
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Planning your staffing schedule involves using a blocked schedule model and making necessary adjustments based on agent feedback. A blocked schedule assigns agents to specific channels for set time slots, similar to a dedicated staffing model. This…
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