Trudy Slaght
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Total activity146
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Last activity
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Activity overview
Latest activity by Trudy Slaght-
Trudy Slaght commented,
Hi Rohan Gupta, Thank you for the response. We disabled omnichannel routing as it was causing a workload imbalance and was not functional for our team. The great benefit of focus mode is that smal...
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Trudy Slaght commented,
We have gotten around this temporarily by using work time SLA on messaging conversations along with a tag that gets added if the conversation switches to email - at which point the SLA switches to ...
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Trudy Slaght commented,
Hi Jen Cole - it is not working for us. Authenticated users come in without a name or email address, although the authentication is working based on the end user not being asked to enter their name...
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Trudy Slaght commented,
No fix or workaround other than after you've embarrassed yourself enough times, you become paranoid about messaging conversations and double (or triple) check before you start to type a reply.I hav...
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Trudy Slaght commented,
For those who found alternatives, will you please share what you used instead of this? It appears the email issue isn't going to be resolved soon and I don't see the value in this if we lose the fa...
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Trudy Slaght commented,
Hi Barry, I'm glad this is on the road map, but we have disabled omnichannel routing for now. While the focus mode malfunctions outside of omnichannel, it's malfunctioning is better than how omnich...
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Trudy Slaght commented,
We trialed omnichannel routing for a day and turned it off. It seems like a major oversight that multiple channels will route to an agent at the same time. I had hoped this would resolve the issue ...
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Trudy Slaght created a post,
Enable Focus Mode in Omnichannel (Or fix the functionality outside omnichannel)
Bring Back the Functionality of Focus Mode for Messaging and Talk Feature Request Summary: Messaging and talk are both live channels and it is not possible to simultaneously have a verbal conve...
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Trudy Slaght commented,
Prakruti Hindia We had been under the impression that omnichannel routing would restore the functionality of focus mode but this doesn't appear to be the case. I'd like an update on this please - w...
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Trudy Slaght commented,
We implemented omnichannel routing yesterday with the hope that it would replace focus mode which no longer works after enabling messaging. It is an extreme disappointment that it seems the develop...