Lloyd Marcom
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Activity overview
Latest activity by Lloyd Marcom-
Lloyd Marcom created a post,
Completed Calls Not Reaching Agents
So I can't be the only one who's experiencing this and it's maddening because I can't figure it out. I have 4 phone teams. 3 of those teams are groups of agents that take calls for that particular ...
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Lloyd Marcom commented,
Thanks. I will search for examples. Related to this based on your answer:If Rep A is in a Primary Group and Backup Group and is on a call for the Primary Group does Zendesk realize they are on tha...
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Lloyd Marcom commented,
On the secondary group question:When you have a primary group set up and that group is busy and the interaction goes to the secondary group, does the round robin look at all the calls taken by peop...
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Lloyd Marcom commented,
Yeah, it's hard to type out clearly.What we are experiencing is that round robin doesn't seem to work within or among groups.Within a group I can have 3 agents who are all available. Depending on t...
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Lloyd Marcom created a post,
Call Routing to Secondary Groups
AnsweredCurious if anyone else has experienced this:We have our phone teams set up in groups, a primary for specific products and then an overflow group that contains everyone.In addition to seeing weridne...
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Lloyd Marcom commented,
Couple of questions on this:Let's assume I have a user who is set up for 10 emails, 3 messages and 1 Talk. Let's also assume that they have gotten 2 messages that they are actively working. Since t...
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Lloyd Marcom commented,
I have a couple questions as we contemplate our move to the new Agent Workspace. 1. We use Round Robin to assign out our incoming calls. Will Focus mode work with Round Robin? Seems like from what ...