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Ability to exclude tickets from capacity calculation
Posted Dec 09, 2024
We are struggling to get Omnichannel to behave as we want it. We essentially have two buckets of tickets, sync and async, through both Messaging and email. We recently enabled Messaging's Capacity Release setting but found tickets that reopen count against capacity indefinitely until they are replied to or the status changes. Ideally, there would be a setting that is basically the opposite of the tag to selectively route emails through Omnichannel where you can indicate a conversation should not run through Omnichannel or count against capacity.
We are currently looking at our options none of which are ideal but include changing the status to something else then back to open, which seems to make it inactive, or using a custom hold status for async tickets. Ideally that could be under Open but if it is it still counts against capacity without this feature.
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3 comments
Barry Neary
cc: Jenny Gillett
So to confirm you want reopened tickets not to take up the agents capacity? They should remain with their current agent, but not taking up capacity would free them up to be assigned new messages?
We are looking at being able to transform a messaging ticket to an email ticket for routing purposes. As an example, once a message is solved, you could transform it into an email ticket so if it reopened it would not take up messaging capacity, but would take up email capacity and could be routed to an async email group
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Kris
Hi Barry and Jenny! I think our use case is pretty similar to what is described here, basically we want control over whether a given ticket is counted towards capacity and ideally this would be accessible to both Messaging and API/email tickets. To explain the problem we are solving for:
- Our agents go Online and are excepted to handle conversations assigned to them. These are what we consider sync or live conversations.
- If the request cannot be resolved synchronously it's made asynchronous. It's at this point we would want it to no longer count against their capacity as they will work on it separately and we don't put a strict limit on async capacity
- We're using Capacity Release so if the user's reply was last this will count against agent capacity indefinitely. What we're experiencing is users returning to existing conversations and these counting against our agent's capacity unknowingly/unexpectedly. We only want the sync conversations to be counted against their capacity.
I have been testing a number of workarounds but haven't found a great one yet. I did notice if it's toggled to Pending for example and back to Open it goes inactive and no longer counts, but this has proved challenging to automate as if both triggers (the one to make it Pending and one to set it back) run in the same event it does not go inactive. So far the only viable solution is a custom Hold status, but this is commingling statuses in a way we'd prefer to avoid if possible.
One potential solution would be custom statuses having a setting to be excluded from capacity. That should allow us to do what we want using triggers to update the status (for example, if tagged async and updated via Messaging set status to a custom Open one name Async that is not counted against Capacity).
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Kris
For Messaging specifically, another option could be exposing active/inactive status as a condition and action. For example, you could check Messaging status is Active alongside other conditions like tags, and the action could be to make it Inactive so it's removed from capacity.
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