Hi Freshworks Community!
How are you preventing agents from cherry-picking from the easiest tickets? I’m seeing a trend where some agents will selectively take the easiest tickets and leaving the more complicated ones for other agents. This is not a skill issue as the agents are capable of handling the tickets, I see it more as an issue with choosing the easiest path and being challenge-adverse.
Thanks in advance!
Calista
Best answer by Keer
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