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Randy Gentil

Joined May 16, 2021

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Last activity Jan 15, 2025

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ACTIVITY OVERVIEW

Latest activity by Randy Gentil

Randy Gentil created a post,

Post Q&A - Talk and text

Hello - I am trying to solve for when an agent misses or declines a call.

- Is it possible to turn off the ability to Decline a call? Or to force Answer a call when the agent is in Available status?

- What happens to the Missed or Declined call?

- Is it possible to reroute a call if an agent Misses or Declines a call back into the queue?

- Are tickets created for Missed of Declined calls? If so, can I create a trigger to send these tickets back into their queue for a follow-up?

Sorry if the answers already exist. I've not been successful in tracking down the answers I need.

Thanks in advance!

Posted Jul 12, 2023 · Randy Gentil

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Randy Gentil commented,

CommentTicket customization

Hello - I am wanting to add a Conditional Field, however, I do not see a Settings option, as seen below. Would anyone be able to assist? Thanks!

 

View comment · Posted Mar 08, 2023 · Randy Gentil

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Randy Gentil commented,

CommentGeneral questions about email and email template

Hello - I am trying to setup a Trigger to send a specific auto-reply when received at one of our emails. We currently have a general auto-reply setup for all other emails. I can't seem to stop the general auto-reply to trigger. I also don't see an option to select which would not send the general auto-reply when received at X email. Any suggestions?- Thanks!

View comment · Posted Nov 17, 2022 · Randy Gentil

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Randy Gentil commented,

Community comment Feedback - Reporting and analytics (Explore)

Hello - Any update on this enhancement and/ or fix? Not being able to revert to a previous version makes Explorer quite difficult to work with. Thanks~

View comment · Posted Jun 30, 2022 · Randy Gentil

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