Solgari Hub - maintain queue coverage
Solgari's real-time reporting and wallboards for all-channel Customer Engagement teams, provides Supervisors and Managers with up-to-the-second insight into Queue performance, SLA breaches, and Agent availability. This enables them to identify potential bottlenecks before or as they occur, and quickly ensure that enquiries are dealt with in the most effective manner.
In this scenario, a Supervisor notices a surge in call waiting times, due to all Agents in a Queue being either in conversation with customers or otherwise unavailable.
Using Solgari Hub, he can quickly assign available agents from an Overflow group, into the queue in question. He can then notify the Agent in Microsoft Teams, and that Agent then opens their Solgari for Microsoft Teams endpoint to begin handling calls and delivering first contact resolution.
Back in Solgari Hub, the Supervisor can also Listen, Whisper or Barge the call to maintain oversight as the new Agent comes up to speed with the details of the queue they have been placed in.