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Hello All.

I have seen a couple of older posts that relate to the management/visibility of unassigned emails/cases.

We have been using the 8x8 platform for calls for the last 6 months and it has been a learning curve.
We are now looking at managing emails via the same platform.

An issue that has been raised is the kind of blunt way in which when an agent logs in and makes themselves available they get the brunt of any emails waiting to be assigned and during that time it plays havoc with their being able to answer phones.

@Ben Fischer
you have commented on a couple of posts of this type.
how are you finding the handling of emails/cases ?
Can you elaborate on how you are dealing with this issue.

Ideally it would be nice if emails where not treated exactly the same as calls.

Many thanks in advance.

Reagrds
Colin.


 

Hi Colin!

An issue that has been raised is the kind of blunt way in which when an agent logs in and makes themselves available, they get the brunt of any emails waiting to be assigned and during that time it plays havoc with their being able to answer phones.

8x8 has a thing called Blended Interactions which allows Agents to take multiple interaction types. The beta is in progress but should fix most of the concerns.

This will meet use cases like the below plus more - 

📞 An agent is working on an email but wants to accept a phone call

📧 An agent wants to be able to work on email and chat at the same time

💬 An agent is working on a phone call, but still wants to be sent a chat

🧑‍💻 An agent wants to be able to work on phone/chat and email all at the same time

Having said that....

We are, at this stage, not perusing email adoption through 8x8. We made the strategic call to encourage customers to log requests online or through the app, so they are authenticated by the time we get the request. We're a finance company and you can't ID someone via email which makes giving advice and information problematic!

Your secret is safe with me Kal-el

Many thanks for the Info Ben.
it is very much appreciated that you have taken the time to reply.

Cheers
Colin.