Amber VandeStreek

Barry Neary,

Thanks for your response! I am speaking about tickets from any/all channels; essentially our IT Dept is compartmentalized into specific groups for escalations, etc. and the level 1 support has been using Round Robin as a preference rather than OCR, so we haven't enabled OCR yet.  As Round Robin appears to now be nested within enabled OCR, we've found a work around for the time being for that group, however I was curious for future decisions what additional options might become available. 

Barry Neary is there anything on the roadmap regarding allowing OCR to be group or role specific rather than account specific?  For our business, we have one or two groups that could benefit from OCR and more specifically, Round Robin functionality for equal distribution but also to manage when agents are away/OOTO. But we have other groups and forms that don't require OCR to be active.  Looking for a way to bridge this gap. Thanks!