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Kyle K.
Beigetreten 30. Mai 2023
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Letzte Aktivität 24. Jan. 2025
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Is there an option to enable customers to enter into the callback queue rather than making a live call directly?
Kommentar anzeigen · Gepostet 21. Jan. 2025 · Kyle K.
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Is the new CSAT survey meant to work in sandbox? The triggers are sending emails fine however when clicking on the link, the user says the page cannot be displayed / access denied. Is there a way to test beforehand or does it all need to be done live?
Kommentar anzeigen · Gepostet 29. Okt. 2024 · Kyle K.
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Is there a way to use record preview w/ custom objects that are attached to a customer via a user field? Or does the object need to be assigned to the ticket directly? (If so, is there a way to assign the custom objects on a user's profile to any tickets they create?)
Kommentar anzeigen · Gepostet 07. Okt. 2024 · Kyle K.
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Is there a method to show the details of custom objects linked on a user's profile on the ticket view? Showing it on the user card just gives the name of the record, but I'm not seeing a way to show specific fields from that record as well.
Kommentar anzeigen · Gepostet 28. Sept. 2024 · Kyle K.
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+1 to better reporting for this. There needs to be a more specific reporting option to see which ticket(s) an agent missed rather than just general numbers w/ no specifics available.
Kommentar anzeigen · Gepostet 22. Aug. 2024 · Kyle K.
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Is it possible to use this to set up an overflow system for calls?
With omnichannel the feature to add secondary/backup groups via IVR doesn't work, I was hoping this feature would give us something equivalent but it doesn't seem to work when we try to set it up on our instance. I know the article mentions call tickets but it doesn't seem to care about the primary group's availability- the primary group is getting the live calls even if offline.
Kommentar anzeigen · Gepostet 13. Mai 2024 · Kyle K.
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We would like to have two groups of agents be online for calls; Group A and Group B. Group B should only get calls routed to them if all agents in Group A are unavailable.
Since Omnichannel routing disables choosing multiple groups for phone lines / IVR, I see its recommended to use skill-based routing instead of recreate the same effect. But once the skill timeout happens the agents in Group B aren't being assigned those calls unless they're changing their status which doesn't happen very often, so Group B would rarely catch those calls. Is there some other workaround?
Kommentar anzeigen · Bearbeitet 28. Juli 2023 · Kyle K.
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Hi Barry Neary!
Ideally we could have SMS treated like a live messaging ticket! But even just routing them like a regular email ticket would still be very helpful :)
Kommentar anzeigen · Gepostet 14. Juli 2023 · Kyle K.
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Is there a way to include text/SMS tickets in routing? Looks like it's not listed under any of the existing categories and I see someone above was saying they couldn't get SMS tickets to route.
Kommentar anzeigen · Gepostet 12. Juli 2023 · Kyle K.
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+1. Seems like a pretty standard feature for any phone system yet it's been a request for over 5 years?
Kommentar anzeigen · Gepostet 30. Mai 2023 · Kyle K.
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