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Steve Plichta

Joined Dec 16, 2021

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Last activity Mar 28, 2023

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Latest activity by Steve Plichta

Steve Plichta commented,

CommentCall routing, greetings, IVR, and recordings

We are only allowed to use Chrome in our org.  What is the status of fixing the Chrome download bug?

View comment · Posted Mar 28, 2023 · Steve Plichta

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Steve Plichta commented,

CommentTeam members and groups

Moss Jen C,

I may be mistaken, but I believe all that you'd need to do in order to be able to use the custom agent statuses but NOT have anything automatically assign tickets to agents would be to NOT write any triggers that would add the auto-routing tag (shown in the screenshot below) to the ticket.  At least, this was my plan for doing the same.

View comment · Posted Jan 11, 2023 · Steve Plichta

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Steve Plichta commented,

CommentRouting

In the article above, it was mentioned that...

'An agent must have fewer open tickets or active messaging conversations than the defined maximum capacity for that channel to have spare capacity'  

Is usage of the word 'open' meant to be taken literally (as in Status = Open), or does the system still consider tickets in On Hold or Pending status as open from a capacity perspective?

View comment · Posted Aug 18, 2022 · Steve Plichta

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