Steve Plichta
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Recent activity by Steve Plichta-
Moss Jen Cole, 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 ...
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Barry, When you put it that way, I guess it makes sense. LOL. I can't really think of any other way of doing it. Thanks! Steve
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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' ...
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The article above states "...the agent connectivity feature changes the status of an agent to offline when it detects the following events: An agent closes the Agent Workspace without signing out"...
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Since the Omnichannel Routing (OCR) EAP only assigns tickets to agents that are marked as online, and if you assume all agents close their browsers at the end of a day, does this mean that the firs...