Omnichannel Agent Presence

One of the main parts of any system is to see who’s available to handle customer service queries. This is, of course, vitally important for any company – you wouldn’t want to overload an already busy agent!

In the case of Omnichannel, the system uses something called ‘Presence’ to show this. When users are set up, they have a default presence set against them. These govern system behaviour,…

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Omnichannel Agent Presence ” The CRM Ninja

One of the main parts of any system is to see who’s available to handle customer service queries. This is, of course, vitally important for any company – you wouldn’t want to overload an already busy agent! In the case of Omnichannel, the system uses something called ‘Presence’ to show this.

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Author: thecrmninja

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