Barry Neary
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Total activity330
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Last activity
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Activity overview
Latest activity by Barry Neary-
Barry Neary commented,
Hi Kelly Rave You can create a capacity rule that has '0' for email and talk and 'x' for messaging, which means that agents allocated to this capacity rule wont be assigned emails or calls but will...
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Barry Neary commented,
Hi D.Fitz It really depends on your circumstance. If you have situations where you may want agents to pick up work from other groups (assuming they are not busy), then you could give them access to...
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Barry Neary commented,
Hi Jason Talk capacity is freed up either by: 1) A call is hung up and the wrap up time expires (if you have wrap up time configured) 2) A call is hung up (if you dont have wrap up time configured)...
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Barry Neary commented,
Hi D.Fitz When it comes to using Play mode as a way of assigning tickets, yes - omnichannel routing is really a replacement for Play mode. Routing will mean that agents dont have to play through vi...
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Barry Neary commented,
Hi Elisa, Currently the routing logic is still as described here Could you describe how you would wish it to work? Barry
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Barry Neary commented,
Hi Jason V Can you create a ticket with our advocacy dept so we can take a closer look - if you can include the specific ticket id in that ticket then our engineers can look to see what happened Barry
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Barry Neary commented,
Could you use the SLA: 'Agent work time' SLA to track how long agents are spending on tickets?
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Barry Neary commented,
Hi Tobias We usually see issues with agents reassginging ticket to other agents, but this is the first time I have heard agents sitting on their own tickets and leaving them in Open status. The ass...
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Barry Neary commented,
The option to add skills via triggers is only available if you switch omnichannel routing on. Could you explain the use case that you are truing to achieve with skills?
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Barry Neary commented,
Hi D.Fitz Are you referring to chat tags? Tags are fundementally different to skills in that omnichannel routing uses skills as a criteria for which agent to pick - i.e. one who has the skills that...