Barry Neary

1. Support
2. ...
3. Tickets
4. About omnichannel routing with unified agent status

Amos C Yes, in Explore you can see the realtime status of your agents on the live dashboard  Barry

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• Barry Neary
• Erstellt 23. Januar 2023 08:57
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1. Community
2. Feedback - Ticketing System (Support)
3. Skills Based Routing not working

Hi Ola Thoresen, I tried to bring up the ticket above but its no longer available. Could you create a ticket describing the issue you have and we can follow up?

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• Barry Neary
• Erstellt 18. Januar 2023 11:42
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1. Support
2. ...
3. Tickets
4. About omnichannel routing with unified agent status

Eduardo Escobar: when a messages is assigned to a group with omnichannel routing, and an agent is available in that group then the Accept button should flash and a ding should be heard. If not, can...

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• Barry Neary
• Erstellt 16. Januar 2023 12:02
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Offizieller Kommentar

1. Community
2. Feedback - Ticketing System (Support)
3. Prioritizing unassigned tickets that have multiple updates/responses from end user

Hi, If you are using omnichannel routing engine you could change the priority of the ticket each time the ticket is updated by the end user - that would have the affect of moving the ticket up the ...

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• Barry Neary
• Erstellt 16. Januar 2023 09:47
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1. Community
2. Feedback - Ticketing System (Support)
3. Omni-Channel Routing - Limitation

Hi  This is a feature that is planned for 2023. Once I have a firm date , I will update this thread   Barry

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• Barry Neary
• Erstellt 9. Januar 2023 09:32
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1. Community
2. Feedback - Ticketing System (Support)
3. Omnichannel Routing (OCR) available for Web widget tickets

Hi Alice Vavasseur Support for the web widget support tickey type has now been released. Can you confirm that this now works for you?   Barry

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• Barry Neary
• Erstellt 6. Januar 2023 16:32
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1. Community
2. Feedback - Ticketing System (Support)
3. Round Robin assignment

Hi John: Have you created a ticket with our support in relation to your issue? If so, could you do so I and the team can try and figure out what the issue is?

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• Barry Neary
• Erstellt 1. Januar 2023 15:06
• -1 Stimmen

1. Community
2. Feedback - Ticketing System (Support)
3. Omnichannel Routing (OCR) available for Web widget tickets

Hi Alice, we plan to support the web widget type of ticket in Jan 2023

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• Barry Neary
• Erstellt 16. Dezember 2022 09:56
• 0 Stimmen

1. Community
2. Feedback - Ticketing System (Support)
3. Feature request: Adjust agent idle timeout in Agent Workspace

Hi, this is being introduced in omnichannel routing in Q1 2023

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• Barry Neary
• Erstellt 16. Dezember 2022 09:54
• 0 Stimmen

1. Community
2. Feedback - Ticketing System (Support)
3. Round Robin assignment

Hi, the logic is: 1) Which agents has the highest spare capacity (rather than the one with the least open) (i.e. attempt to load balance first) 2) If more than one have the highest spare capacity, ...

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• Barry Neary
• Erstellt 16. Dezember 2022 09:53
• -1 Stimmen