Barry Neary
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Total activity58
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Last activity
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Activity overview
Latest activity by Barry Neary-
Barry Neary commented,
Hi Tim G We are actively working on two things skills related: 1) Adding skills to the new routing engine that we just EAP'd - the ability to select an agent to assign a ticket based on not only th...
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Barry Neary commented,
Hi Kulin Joshi You can use automations to change the priority of tickets. Say you have a low priority ticket that is in the queue waiting to be assigned to an agent. It is about to breach its SLA. ...
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Barry Neary commented,
Hi Kulin Joshi You dont have to use priority to use routing - if you dont set priority on any tickets to be routed, then they will just be ordered by date created when it comes to being assigned. B...
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Barry Neary commented,
Mindy B: Capacity does take into account ticket status. Only assigned tickets with status of Open will count towards an agent's capacity, if they are Pending, On Hold or Solved they do not.
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Barry Neary commented,
Denny Lee: can you try again now, there was an issue last Friday in deploying EAP which has since been addressed
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Barry Neary commented,
Hi Scott Currently the Routing EAP is independent of schedules Barry
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Barry Neary commented,
Hi Scott In the EAP, you specify the type of ticket that you want routed by adding the tag to it. However once the tag is added and the ticket is assigned to a group, then any member of the group w...
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Barry Neary commented,
@Jed: this is the routing EAP, which I believe is the same one you're referring to
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Barry Neary commented,
Hi Drishti Tayal, We have now EAP'd Routing - the signup form is here Barry
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Barry Neary commented,
Hi Denny Lee: We received your form on 6th Jan and its currently being process - it will likely be a few more days to enable, I will email you directly once its switched on for your instance Barry