We are using the push for emails and messages but there are occasions where it helps to be able to pull interactions.
We’re happy pulling emails but this morning we had a lot of FaceBook messages waiting from the weekend and I’ve been asked if there’s a way to pull messages as well as emails.
Hi Cathy.
By messages, do you mean Webchat?
Yes, Webchat but also social media messages
Apologies - forgot to ask if you’re on Converse or Converse CX?
Hi CathyS
It’s not possible to Pull messages as per email interactions. Enabling the Messages Media for an Agent will then Push them as you have found. You could set Messages to have the same media priority as calls so they are distributed at the same level. If calls and messages have the same priority, then they are routed according to time in the queue. Alternatively, it would be removing the call media from several agents so they receive messages only to clear the backlog.
We’re on Liberty Converse
Thank you, I suspected that the solution might be to remove the call media while on reception but I was hoping there was something that didn’t rely on a supervisor making changes. This would be a good way of dealing with the weekend backlog so something I will suggest to the team leader for Monday.
Hi Cathy, there is no way to pull other interactions - you can disable the push by disabling the media for your agents but unlike Email, you can’t pull a call/chat/task, unless you give staff manager access to the interactions tab - I added a Idea the other day to the ideas portal - do go there and upvote it as I think the ability to pull any interaction is a good one.
Hi Cathy
I’m the Product Manager for Converse (and Converse CX), and I’d love to understand more about your use case. Could you share why the ability to “pull” messages is important for your team? Is it primarily so additional staff can log in ad hoc and pick up the next message in the queue, or is there another reason behind it?
We’ve previously considered not supporting the “Pull Email” feature, leaning instead towards a model where agents see a list of all interactions and choose which one to respond to. But it sounds like that approach might not meet your needs, and that having the ability to pull the next email in the queue is actually quite valuable.
Thanks in advance for your insights!
Sam
Hello Sam
We have three members of our team on the rota each day for reception and running the post room between them. Due to the responsibility of these positions we don’t want these staff to be available for pushed interactions so they put themselves into a busy code. Saying this, if it is quiet they do have the capacity to pick up emails and messages, at the moment they do pull emails in this situation.
Monday this week was a good example where pulling messages would have helped. We had quite a few social media messages waiting as it had been our free public event over the weekend that had prompted contact. The team members who were on reception would have been able to help clear the backlog of messages if they could pull them as it was quiet for a Monday.
For us the Pull email is a great feature which we use quite a bit to keep the number of emails down when staff are allocated to other duties.
Our preference will always be for staff to have interactions presented to them in the order determined by preset rules rather than them being able to select for themselves, we find this is fairer for everyone.
I’m happy to give further information if it will help.
Cathy
Good morning @sam.roddis . I was just reading your comment here about “agents see a list of all interactions and choose which one to respond to”. From my point of view, if that is the route we go down, I would want the option not to turn it on. I always want our agents to get the next interaction rather than they have the ability to “cherry pick”, or have I misunderstood what you’re saying.
Éanna
