Pulling Emails from the Active Contacts Queue on Contact Centre

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  • 16
  • Idea
  • Updated 6 months ago

RC support agent posting on behalf of customer: 

We are a UK based account and our Contact Centre has a high mixed of calls and emails coming in, and often we deal with emergency orders when dealing with the emergency services or disaster recovery. As we are a PPE supplier this is often urgent next day or same day requests.

We really need a way to be able to 'pull' an email contact out of the Active contacts queue to be able to prioritise it - you can delete it - why can't you escalated or assign to a specific agent - would be great to be able to do this!
Photo of Ryan Hawkins

Ryan Hawkins

  • 170 Points 100 badge 2x thumb

Posted 7 months ago

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Photo of Kate McClarron

Kate McClarron

  • 202 Points 100 badge 2x thumb

Thank you Ryan
Photo of Stewart Donnor

Stewart Donnor

  • 64 Points
Even if a supervisor could send this to a specific colleague to work next. This would be a game changer