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ReportHope to find someone who's familiar with the following issue and knows what to do about it:
In our organization we've recently started using Microsoft Customer Care Voice for out customer contact. In the team where we've started we've got like 30 people working in customer care. However they are not dedicated call agents, but also do a lot of other stuff like e-mail, back-office etc. There are two to four people available for incoming calls at the same time. These agents set their presense to online which makes that calls are offered to them. Other colleagues have their presence set to admin, mail or whatever.
The problem however is that when an agent working on a call transfers the call to another colleague (working e-mail for example) or even consults this person, his/her status automatically changes to online after the consult/transfer. Result is that the next call in the queue is directly offered to this colleague and he can do no more than wait it out for 40 seconds until the call goes to the next colleague or back in the queue. This is obviously very annoying for customers, but also messes up reporting and frustrates colleagues.
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