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Thomas O'Donnell

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Latest activity by Thomas O'Donnell
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    Thomas O'Donnell created a post,

    Talk - Skills Based Routing

    Answered
    1. Community
    2. Feedback - Voice (Talk)

    Has anyone been able to figure out how to implement a skills based routing for Talk Enterprise app?   Need to roll calls to agents in other queues when calls in queue reach x number and get bumped ...

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    Thomas O'Donnell commented,

    1. Community
    2. Feedback - Reporting and analytics (Explore)
    3. Not the best Zendesk tool for sure

    I'm very frustrated with just tying to get basic information from the reporting system.  This is the most complicated and confusing way to build reports I have encountered in 30 years in the CC ind...

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