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Artur Olchowik's Avatar

Artur Olchowik

Joined Nov 11, 2022

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Last activity Mar 20, 2023

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ACTIVITY OVERVIEW

Latest activity by Artur Olchowik

Artur Olchowik commented,

CommentRouting

Hello there!

we're using omnichannel routing for a couple of months now and it's working great! I am more than happy that agents cannot cherry pick tickets anymore and the important ones are being assigned straight away.

However, I've got a question about the stack being used to assign tickets. If my team's capacity is 25 tickets but we've got 30 tickets that need assigning then how the other 5 are going to be assigned? Is it `first in first out` or `first in last out`? Or just randomly?

View comment · Posted Mar 20, 2023 · Artur Olchowik

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Artur Olchowik commented,

CommentTeam members and groups

Hi Jen!

we're using omnichannel routing for a month or so now and it's a great feature. I can see agents' statuses with no issues. I can see it either via explore and a live board there or via the Assignee field. See below how I can see it. All greens are online agents and whites are offline. 

This showed only when I enabled the routing as I can't recall seeing it before. 

In explore live data I can drill into each box which gives me more detailed data:

Drill in for online agents:

 

View comment · Posted Jan 12, 2023 · Artur Olchowik

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Artur Olchowik commented,

CommentRouting

Hi,

I just noticed that this feature is not respecting agents' OOO status. System unassigned a ticket from the agent because OOO status yet within a minute assigned it back to him. See screenshot below. I think this should be treated as a bug since it makes no sense to assign tickets to OOO agents and you can't do it manually so the system should be an override. 

View comment · Posted Dec 12, 2022 · Artur Olchowik

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Artur Olchowik commented,

CommentTeam members and groups

Hi, is there a way to monitor agents' statuses from the admin perspective live time and manage it if needed? For example I've got an agent who's working but he set his status to `offline`. Am I able to change it if I'm a super user?

View comment · Posted Nov 11, 2022 · Artur Olchowik

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