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Re-connect with same chat agent

edited Mar 8, 2018 2:47PM in Communication Channels 2 comments

Content

One of our supervisors posed an interesting question.  We enable our customers on the phone to connect to the same agent on subsequent calls, if they provide an incident number, and the agent is available.  That saves time for both parties, especially when it's a complex technical problem with a lot of background.

While we don't tend to handle quite so complex stuff by chat (doesn't usually do well for customer sat scores...), it would be useful to allow a customer to identify a previous chat and re-connect with the same agent if possible, or perhaps to continue the chat with another one, while seeing the previous transcript for background.  We would have to present them with a list of previous chats or ask them to provide a number for lookup, at least.

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