Omni-Channel Routing - Limitation
Whilst implementing omni-channel routing I have discovered that there is a significant drawback when combined with the use of groups and there is no support for primary/secondary groups or to manually set groups from where agents will receive tickets.
To illustrate, we have a number of groups that each have specific roles (Group A, B, C)
Group A - Need to be routed their own tickets and not see any other tickets. (this is required because this group of agents are performing a specific task)
Group B - Need to be routed their own tickets only but be able to see tickets in group A and B. (They need to be able to see the progress of tasks in groups A's queue)
Group C - Need to be routed their own tickets only but need to be able to see all tickets in all groups. (They need a complete overview of all tickets and work therein without being allocated any work from these queues)
To support this style of working and workflow, it would be great if as part of the routing set up you could specify which groups get what tickets or have some sort of primary /secondary group set up to allow for this level of flexibility in routing.
This is a feature that is planned for 2023.
Once I have a firm date , I will update this thread
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