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Increase CSQs that an agent can be assigned to from 25 to 50

We are a global technical support service desk with over 200 clients. We segment our clients according to support levels, size, languages, locations, and technologies supported during business hours. After hours we have a small crew that needs to support all clients. We run into issues because of the limitation of 25 CSQs that an agent can be assigned to, especially on our multilingual agents. Increase to 50 CSQs that an agent can be assigned to would greatly improve our flexibility and grow potential.

  • Kim O'Connor
  • Apr 13 2021
Contact Center

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