Topic by Ryan Schofield
We're experiencing an issue where agents responding to web/email inquiries may forget to click "Send on Save" meaning the customer isn't receiving any reply. I'd like to get thoughts on how we can avoid this situation. Here is what I have so far...
1. "Send on Save" is unchecked by default because the email/web team uses the same workspace as phone agents, and we don't want the phone agents using Send on Save. Since phone vastly outnumbers email/web we leave this unchecked and require the email/web team to remember to check the box. So we could create another workspace but we're trying to avoid having a separate workspace just for this one difference.
2. We configured a report to run throughout the day which includes any email/web incidents that have no responses. This allows us to catch any incidents where the agent may have forgotten to send a response. This helps catch the mistakes, but doesn't help prevent them.