I hope to find someone who is familiar with the following problem and knows what to do about it:
In our organization, the following error is occurring in the omnichannel for customer service:
1- Calls are forwarded to agents in any status. /do not disturb/ and the call was directed to the attendant anyway;
2- After a few seconds of waiting for the 1st attendant, the call is duplicated to a 2nd attendant at the same time.
If the 1st person answers, they remain silent; If the 2nd one answers, it works normally; If the second party refuses, the entire connection will be interrupted; If the 1st party refuses, the call continues normally to the 2nd party.
3- If the call expires, it opens and starts counting the minutes alone;
4- After doubling the call waiting time, if the 2nd attendant refuses, the call drops.
Categories:
