Rohan Gupta
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Total activity115
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Last activity
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Activity overview
Latest activity by Rohan Gupta-
Rohan Gupta commented,
Hi Ally Elliott, You can add tags based on the phone number the call is received on. Call routing behavior can also be influenced on phone number basis. A trigger condition can be set to run on com...
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Rohan Gupta commented,
Hi Stephanie, Apologies for a delayed response - No, the exact functionality of focus mode is not achievable. When the agent sets her custom status to calls only, then only calls will be routed. Af...
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Rohan Gupta commented,
Thanks Eduardo Escobar for the feedback, currently only live calls from Talk persective are routed via the omnichannel routing engine. Voicemails, abandoned calls or post call tickets assigned to a...
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Rohan Gupta commented,
Official comment Hello everyone, We recently released the functionality to use Calls in Omnichannel Routing. Functionality to offer the calls to the agents more than once if the agent has declined the call earlier ...
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Rohan Gupta commented,
Official comment Hi Shona, Thanks for posting the feedback! We have granular agent permissions in our blacklog but not in the short term roadmap. It will be nice to know which functionalities you would like to open...
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Rohan Gupta commented,
Official comment Hi Stephen, There might be a couple of options here - The first one is if you are using omnichannel routing, you can setup a trigger to route the call coming from an unknown caller to an empty gro...
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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...