Microsoft have recently released a change to capacity profiles within Unified Routing. As we can how have agent specific capacities. Meaning in Omnichannel for Customer Service one agent might be able to handle 3 conversations at once, while another agent in the same profile might be able to handle less.
Why is this important? Well often in contact centers we might say that senior agents can…
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Omnichannel for Customer Service – Agent Specific Capacity Profiles
Microsoft have recently released a change to capacity profiles within Unified Routing. As we can how have agent specific capacities. Meaning in Omnichannel for Customer Service one agent might be able to handle 3 conversations at once, while another agent in the same profile might be able to handle less.
Blog Syndicated with Neil Parkhurst’s Permission
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