Pain Point: The customer needed to blend the routing of voice calls and non-voice items — specifically, to include emails in the work queue so that contact center agents who were between voice calls could handle email requests during idle time.

Solution: With CT Suite™ and its Suspend feature, agents could be sent emails for attention but then suspend that work activity when a voice call came in — enabling agents to respond quickly to their top priority (a real-time voice call) and then automatically be alerted to return to email work when the voice call was complete. All time spent on each task was reported, including time spent on email, time on voice calls, and any other skills handled by an individual agent.

Results: The blended routing enabled by CT Suite allowed the customer to add email to the agent work queue, to make idle time more productive while still making voice calls top priority, keeping the workflow smooth, and providing high levels of service and responsiveness.

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