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Dana Royle
Joined Dec 23, 2021
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Last activity Sep 27, 2024
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Latest activity by Dana Royle
Dana Royle commented,
Hi,
I hope you are well.
Can you please advise if Skills Based Routing based on language is available for Talk?
When testing, it works as required if the End User profile already has the correct language in. But, what if there is no existing EU profile or they call from another number. We have found that they will go to English as our default language which is not going be as required.
Is there something we have not considered for this to work as needed?
Thanks,
D
View comment · Posted Aug 24, 2023 · Dana Royle
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Dana Royle commented,
Hi,
Adding a comment here as per advice from Support.
It is pretty vital that agents can add a user, I can't see any logic why they would need access to 'all tickets' to be able to do that. Particularly when access to tickets 'in agents groups' is a common config and the particular platform I am working on is built on that basis specifically due to legal restrictions around data.
This article was updated in Nov 22 and I have seen on another article here where people have advised their agents who could only access tickets in groups were able to add end users but no more. That was back in April, the platform I have just launched with restricted ticket access has been in the works since before then. Another user has queried if this rule has always been the case but did not get an answer.
Edited to add: we have also found that agents not having access to 'all tickets' on Suite Professional means they cannot assign tickets to groups they are not a part of e.g. Team Leaders, Management for escalation process. Again, what I would have thought is basic functionality.
Information / thoughts on this would be appreciated, as well as confirmation on when it changed.
Thanks,
Dana
View comment · Edited Jan 20, 2023 · Dana Royle
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