It is proposed to incorporate new functionalities in the Customer module, aimed at optimizing team management, the distribution of conversations and the follow-up of contacts associated with specific programs.

Currently, when filtering the customers or conversations assigned to an agent, it is necessary to carry out the reassignments individually. It is requested to incorporate functionality that allows:

This functionality is especially relevant for managing transient teams, specific campaigns or teams that work for goals, since assignments may vary periodically between different agents.

For example, when filtering all the conversations assigned to an agent, you should be able to select all or part of the results and reassign them in a single action to another member of the team.

It is also necessary to refine the search and segmentation options available in the Customers module, allowing filtering not only by the platform's default fields, but also by the custom fields associated with each contact.

For our operation, it is essential to be able to monitor the management of a specific academic program. Having a custom field filter would allow you to quickly identify all associated contacts, review their status and perform subsequent actions on that segment.

Once a filter has been applied, the platform should allow mass actions to be performed on the records obtained, such as:

Objective of the proposal

The objective of these improvements is to have a more flexible and operational Customer module, which facilitates the management of large volumes of contacts, the reorganization of teams and the segmentation of prospects according to the needs of each campaign or academic program.

The combination of customized filters and mass actions would significantly reduce management times, avoid manual processes and improve the traceability of the assignments and actions performed on each contact base.