Barry Neary
-
Gesamtaktivitäten197
-
Letzte Aktivität
-
Mitglied seit
-
Folge ich0 Benutzer
-
Gefolgt von3 Benutzer
-
Stimmen0
-
Abonnements51
Posts
Neueste Aktivität von Barry Neary-
Can I route messages and calls based on skills within omnichannel routing?
No, not currently. This EAP applies to support tickets only (including tickets created from email, webform and API). It does not route messages or calls based on skills currently (that is planned, ...
-
What are the limitations of this EAP?
- You must have omnichannel routing enabled to use skills within omnichannel routing - Skills routing is only applied to support tickets, rather than messages or calls (that comes in a later releas...
-
Where do I apply to be part of this EAP?
To be part of the skills in ominchannel routing EAP, fill in this form.
-
How do I switch it on?
Once the EAP is applied to your account, you will see a checkbox in your routing configuration screen. It will be be off by default. Before switching it on, you should confirm that you have the cor...
-
How does this EAP work?
This EAP, once applied to your account, will enable you to switch on skills based routing (in the routing configuration screen) for support tickets only (see limitations). Once enabled, the routing...
-
What is the skills in omnichannel routing EAP?
Omnichannel Routing (OCR) currently uses two criteria to decide which agent to assign work to - the agent's spare capacity and their status (e.g. online of offline). This EAP adds a third criteria ...
-
Welcome to the Omnichannel Routing beta release community
Hi Thanks for taking the time to come to this beta release community. Please post any issues, comments, feedback or bugs here and we will respond asap Regards Barry Neary Principal Product Manager