Rohan Gupta
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Last activity
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Activity overview
Latest activity by Rohan Gupta-
Rohan Gupta commented,
Official comment Hi Rina, Apologies for you have to create a new post here. We do keep on updating the posts with recent comments even if it was answered. Thanks for patiently waiting. We have recently launched Idl...
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Rohan Gupta commented,
Official comment Hi Everyone, Thanks for patiently waiting, I am here with a some good news! We have recently launched Idle timeout functionality for Omnichannel Routing. In summary, With idle timeout, you can cau...
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Rohan Gupta commented,
Official comment Hi Andre, Thanks for the feedback! Presuming you are making outbound calls from an open ticket. Ticket events are not in place if the outbound call is unsuccessful. Unfortunately, it is not on the ...
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Rohan Gupta commented,
Official comment Hey Nicholas, Thank you for your feedback. The article referred by you is the only workaround we can offer at the moment, due to other high priority items we need to tackle, this will not be on ou...
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Rohan Gupta commented,
Official comment Hi Jasper, Thanks for reaching out! Unfortunately, we do not have these metrics displayed on the ticket. However, you can pull this data in Explore, Call duration - Call IVR time = call not includi...
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Rohan Gupta commented,
Hi Sacbe Alfonsina Ibarra E, There should be no additional set-up required. On front face does not look to be expected behaviour, but we will be needing more information to understand the root caus...
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Rohan Gupta commented,
Hi Ola Timpson, Yes, tackling the fallback group use case is on our roadmap. We are also constantly thinking of improving the queues and call flow experience, part of which will be ability to provi...
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Rohan Gupta commented,
Hi Trudy Slaght, Apologies for late reply here, we understand the pain you are feeling with the loss of focus mode in Omnichannel routing. We have the focus mode use case on our roadmap to tackle f...
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Rohan Gupta commented,
Hi Shaun, Thanks for holistic feedback! Addressing some of the points: The ability to set up multiple fallback groups in Talk settings won’t exist. Calls can only be routed to a single group, mean...
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Rohan Gupta created a post,
I do not want to create tickets for abandoned calls with Omnichannel Routing, how can I configure my system?
As with Omnichannel routing call tickets are created when the call go into the queue, tickets are always created for abandoned calls by default. Article to understand call flow with OcR. However, t...