Subject: IntelliAssign issue
From: Khaled Al-Sufian <[email-masked]>
To: [email-masked]
Cc: [email-masked], [email-masked], [email-masked]
Date: Sun, 17 Apr 2022 04:23:15 -0700 (MST)

Hello team, 

In light of our try to make the agents do their escalations, we're facing a little issue with this regard which is agents are not ' always ' able to escalate the matter while handling chats. 

We suggest levels for IntelliAssign for each agents form 1 to 5, for example agents classified as level 5 can handle 8 chats with no issues, while agents with level 1 the IntelliAssign assigns them only 4 chats at the once, and stop assigning if the chats are inactive more than 3 minutes for any reason ( agent is checking - cx no response ), because some escalations will take around 5-7 minutes to do with quality of course, raise the CRM and then escalate the matter and then update cx, in this time the IntelliAssign will keep assigning which makes agents focusing on chats only and have no time for escalate the needful in time. 

We also suggest to not manual assign to agents with the lower levels. 

We suggest a solution which is we can keep the tickets open and agents can escalate what needs actions in the end of the shift ( last 2 hours for exm ), arranged with the team leader and the other agents in the same shift. 

That's the main issue with suggestions, i'm all ears to hear more solutions from your end, and we thank you all in advance. 

Khalid Saleh.