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Rob Tihanyi
Joined Sep 07, 2023
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Last activity Oct 16, 2023
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Latest activity by Rob Tihanyi
Rob Tihanyi commented,
Hi Walter Bellante,
I note in July you stated that Live Data is not currently available in restrictions. Is it possible though to allow it to be shown regardless of restrictions?
What we see currently is that on a dashboard with some data restrictions in place (eg. for tickets) none of the Live Data reports show any information. Is there a way to show all Live Data and still have restrictions on the remaining historical reports?
I seem to be stuck with either applying restrictions and having no Live Data at all, or exposing all of the information to make it all work.
Cheers,
Rob
View comment · Posted Sep 18, 2023 · Rob Tihanyi
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Rob Tihanyi commented,
Hi team,
We have a situation where messaging tickets that have built up whilst our agents are all offline all get allocated to the first agent who then goes online, ignoring the Capacity Rules:
- Operating hours are 8am to 8pm
- All agents go offline at 8pm
- Customers join the messaging widget, get informed of us being offline and to leave a message
- The messaging tickets sit in the queue, awaiting an agent
- First agent logs in, gets ALL of the waiting tickets into their queue
- Capacity rule is set to 1 message, 1 email, 1 call
Are we missing something in our set up? Is this a known bug? Or should we be adding in some sort of extra rule? The next agent that joins just sits their waiting for the next messaging ticket, whilst the first agent has maybe 10 of them at once.
Cheers.
View comment · Posted Sep 13, 2023 · Rob Tihanyi
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Rob Tihanyi commented,
Barry Neary Can you please confirm if Ticket Sharing is supported by Omnichannel Routing? I have ensure the trigger that processes Ticket Sharing tickets to include the routing tag as per emails, but not sure if it is working.
View comment · Posted Sep 07, 2023 · Rob Tihanyi
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