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There are two methodologies for channel asment: a shared agent model and a dedicated one. In a shared model, agents handle some or all channels simultaneously.

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This in them potentially developing a shallower skillset. In a shared model, agents Polish wife finder expected to work on the channels that require the most attention, and then switch over to other channels as they become busier. For example, a shared agent might start their day working on support, but then switch over to serving chats as more start coming in.

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There is no single factor that will determine which is right for you. Ultimately, the specific realities of your business, support organization, and goals will all play a role in determining which model is best.

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Dedicated model There are pros and cons to either method, but in general if your organization has more than 10 agents, it is recommended to use the dedicated model. Shared model In a shared model, agents are expected to work on the channels that require the most attention, and then switch over to other channels as they become busier.

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