Talk - Agent in Group Doesn't work on Talk ticketsAnswered
Is there a creative solution, workaround for the following use case?
Agent is in Groups:
Agent is a Talk agent, but only for calls routing to Group 1 and 2. Agent doesn't need/work the Phone calls for Group 3. But agent needs access to see Group 3 tickets and work on perhaps other channel tickets - web widget email etc.
I've actually had a similar need recently for 2 different Talk Groups.
My suggested workaround is to add a routing-specific Group for Talk:
- Creating a new group, "Group 3 - Talk"
- Assigning all the agents that should receive those calls from Group 3 to the newly created group.
- Creating a trigger that upon Ticket Creation on Group 3 - Talk assigns the ticket to Group 3
- Changing the Line/IVR routing from "Group 3" to "Group 3 - Talk"
This way, all the Group 3 agents will see the tickets as they were, though without Group 3 - Talk calls ringing to this Talk agent.
As they're still be in Group 3, o additional changes should be required for Views, Skills, Macros, or respective Reporting (unless you're using the IVR Action Target metric in Explore, for which you'd need to adjust the group query)
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