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Talk - Agent in Group Doesn't work on Talk tickets
Answered
Posted Aug 27, 2021
Hello,
Is there a creative solution, workaround for the following use case?
Agent is in Groups:
Group 1
Group 2
Group 3
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.
Thank you,
Amanda
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1 comment
Permanently deleted user
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:
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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