Trudy Slaght
-
Total activity144
-
Last activity
-
Member since
-
Following0 users
-
Followed by0 users
-
Votes76
-
Subscriptions27
Comments
Recent activity by Trudy Slaght-
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...
-
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 ...
-
Hi Jen C - 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 or...
-
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...
-
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...
-
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...
-
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 ...
-
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...
-
You could set up a separate view for side conversations that meet certain conditions. If your 2 hypothetical forms are using the same fields, then an agent would just need to change the form - or y...
-
Hi Rohan, I wanted to clarify the following: When assigning items to the agents, agent's capacity will be taken into account, capacities are defined per channel. Emails, messages and calls can be ...