From time to time we include promo messages in the call script to inform customers about special incidents like late invoice etc.
We just had a message that was quite long, ca. 15 seconds. This had a major impact on the servicelevel numbers. It gives a correct image of the customer experience, but not the performance of the agents.
I have been thinking about making a seperate promo skillset, and then queue the customers back to the orginal one, to circumvent the issue. I do not want to make changes to the threshold times in Symposium.
Is there any better way to do this?
We just had a message that was quite long, ca. 15 seconds. This had a major impact on the servicelevel numbers. It gives a correct image of the customer experience, but not the performance of the agents.
I have been thinking about making a seperate promo skillset, and then queue the customers back to the orginal one, to circumvent the issue. I do not want to make changes to the threshold times in Symposium.
Is there any better way to do this?