Neil Weldon
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Total activity59
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Last activity
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Activity overview
Latest activity by Neil Weldon-
Neil Weldon commented,
Hi Nikki, I've created a ticket on your behalf. Working with our advocacy team on this is the best approach. A couple of things to consider, when we see such quality problems the vast majority tur...
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Neil Weldon commented,
Sorry for the delay in updating on this. We have made a decision that we will not be pushing this into EAP and but will be making it available as part of a broader GA in September alongside the new...
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Neil Weldon commented,
We are working on adding Talk to the omnichannel routing experience which is currently in EAP for Support (routing and assignment of emails directly to agents) and Messaging. When completed this w...
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Neil Weldon commented,
Hi all, This is actively being worked as part of bringing Talk into the new omnichannel routing that is in EAP at this time for Support and Messaging. Also going to hit EAP very soon is the agent ...
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Neil Weldon commented,
Hi Shaun Murray, The work for this is in progress and will become available as an early access in May. This is part of a larger initiatives around routing, reporting and agent presence, state, capa...
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Neil Weldon commented,
Richard Murillo I have created a support ticket for you. That's the best way forward to support you in resolving your issues.
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Neil Weldon commented,
Thanks for the followup and sorry I misunderstood the request. If I understand it correctly you want calls sent to all of the 3 groups in the example, however Supervisors to only be online for the ...
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Neil Weldon commented,
JOSEFA, Katie Meek Routing calls to specific groups while agents are in multiple groups is already a feature of Talk. Please see the Routing incoming calls to groups of agents documentation Thanks ...
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Neil Weldon commented,
Hi Sydney Neubauer, Good question. Part of what we are doing in this area includes unifying agent states across the channel and improving the agent experience to have a single place for managing s...
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Neil Weldon commented,
Official comment May 24, 2023 Update: Thank you for the question community. As part of Zendesk's new omnichannel routing, needs around priority based routing is being addressed. I encourage you to take a look at it...