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Angelena Askam's Avatar

Angelena Askam

Joined Feb 10, 2022

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Last activity Mar 16, 2023

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Latest activity by Angelena Askam

Angelena Askam commented,

CommentRouting

For this limitation mentioned in the article:

  • "The ability to set up multiple call routing fallback groups in Talk settings for a single line or IVR keypress isn’t currently supported with omnichannel routing."

Can you clarify a little more on what this means? My initial impression is that it does not overlap with our IVR menu settings, and am wondering if this changes the customer's experience in their calls to us?

View comment · Edited Nov 11, 2022 · Angelena Askam

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Angelena Askam created a post,

Post Feedback - Chat and Messaging (Chat)

Before enabling Agent Workspace, agents were able to see the location (general city) that customers were chatting in from. With the Workspace enabled, that function is completely gone.

I did find a forum where Malinda addresses that issue a year ago in the comments and confirmed it is not a function within Agent Workspace at that time. It doesn't seem like there has been an update on this.

This is really beneficial for my team to have, especially if they are not familiar with the geography of the service area right away. I'd like to see this added back to the User Context Panel.

Posted Mar 03, 2022 · Angelena Askam

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