Here's the one challenge that every customer support representative faces, possibly multiple times in a day.
"Which Support Ticket Do I Solve First for Maximum Work Efficiency?"
This is the eternal dilemma for every agent work on a daily basis. With the increase in the number of interaction channels and mediums, the amount of data inflow has increased exponentially over the last few years. It has become a challenge to prioritize the huge influx of tickets, and a great deal of time is lost in the decision making process. Agents need to mentally crunch multiple factors to decide on which ticket to address and prioritize on the critical & important ones. In case a critical ticket (like processing request from a high value client) is missed out, it would result in the loss of an opportunity.