Neil Weldon

1. Community
2. Feedback - Voice (Talk)
3. Call Routing to Agents more than once

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
• Created May 24, 2022 09:45
• 2 votes

1. Community
2. Feedback - Voice (Talk)
3. Call Routing to Agents more than once

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
• Created March 29, 2022 07:52
• 1 vote

1. Community
2. Feedback - Voice (Talk)
3. Allow visibility into the phone queue

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
• Created March 28, 2022 12:21
• 1 vote

1. Talk
2. ...
3. Managing Talk
4. How can I troubleshoot Talk issues?

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
• Created March 22, 2022 16:38
• 0 votes

1. Community
2. Feedback - Voice (Talk)
3. Group routing

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
• Created January 06, 2022 10:58
• 0 votes

1. Community
2. Feedback - Voice (Talk)
3. Group routing

Josef A, 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
• Created January 05, 2022 09:15
• 0 votes

1. Community
2. Feedback - Voice (Talk)
3. Call Routing For Non-Groups

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
• Created November 11, 2021 10:13
• 0 votes

Official comment

1. Community
2. Feedback - Voice (Talk)
3. Call Routing For Non-Groups

Thanks for the feedback Darren Kurtz.  We have received similar feedback before related to the ordering of the groups and ordering of agents with the groups as well. We've no immediate plans to cha...

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• Neil Weldon
• Created November 03, 2021 16:46
• 0 votes