Ola Timpson
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Last activity
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Activity overview
Latest activity by Ola Timpson-
Ola Timpson commented,
Agents intermittently get a message saying they have reached the end of the playlist, even though there are still tickets left.Like the original post here, our views are skills filtered too.
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Ola Timpson commented,
Did you ever get anywhere with this? We've been experiencing the same thing.
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Ola Timpson commented,
I'm looking to do the same thing Amanda has asked about. Anyone got advice on seeing which agents have applied a specific macro?
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Ola Timpson commented,
I think expectations for offline vs out of office would depend on operating hours. Some of our tickets have 24/7 operating hours, so if a ticket waits for that agent to get back on shift the next d...
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Ola Timpson commented,
This would be useful for us, if a user starts out thinking their issue is in one area but their answers indicate actually a different flow would help them.
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Ola Timpson commented,
Will the option for fallback groups be added at a later stage? At the moment our lines are configured to go to engineers fully trained in the product first, but fallback to all engineers if none of...
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Ola Timpson commented,
It looks like at the moment the permission only allows you to add and remove skills from agents through admin centre. When will it allow you to add and remove skills from agents on their profile? A...
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Ola Timpson commented,
Barry Neary I would want the ticket to wait for an agent with matching skills - for us there is no point routing to someone who can't work the ticket.
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Ola Timpson commented,
Is there any information on how conditions work with date custom fields? For example, if I set up a condition for "is in next 1 day" what time does it consider the condition met.
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Ola Timpson commented,
Rawan Dawairi we have this in our signatures and use {{agent.custom_fields.title}} for a custom field with key title.