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Masha Patrakov's Avatar

Masha Patrakov

Joined Apr 15, 2021

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Last activity Sep 21, 2022

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ACTIVITY OVERVIEW

Latest activity by Masha Patrakov

Masha Patrakov commented,

CommentReporting for Talk

Hi @...!

Could you confirm that "The Agents Online only includes agents who are available to take calls, so this will only include Online" is still correct? 

Cos when checking one of our lines and filtering for only the groups that line routes to, I see 18 online agents in the dashboard, but only 8 *online* agents on the list + more in other non-offline statuses. So it seems like "online agents" counts all non-offline statuses?

Thanks!

View comment · Posted Sep 21, 2022 · Masha Patrakov

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Masha Patrakov commented,

Community comment Feedback - Ticketing system (Support)

We would also like to be able to use triggers for setting and updating skills.

We use triggers to set additional information to tickets that cannot be there on creation, and currently we cannot use that to set skills. 

Additionally, if any ticket fields are set we want to use a trigger to change the skills. 

Example:

Ticket field County has a value USA, so a USA skill is added. In reality the customer is from Canada. We would want an agent to change the ticket field value to Canada, and a trigger to catch this and update the skill.

View comment · Posted Oct 04, 2019 · Masha Patrakov

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