Departments were created primarily to separate agents in the system. Basically, they are different areas of the organization.

Initially the end user's request in EddyDesk comes to a certain department. Then only those contact center agents who have access to the department can process the request.

Setting up each department includes the following features:

  • connecting the sources of receiving requests and sending replies:
    • incoming and outgoing email;
    • social media channels and messengers.
  • personalization:
    • name, signature, unified avatar and agent name;
    • notification of all agents about incoming of new request;
    • restriction of work with the request for agents from other departments;
    • setting default SLA for incoming requests.