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Asen Georgiev

Joined Feb 15, 2024

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Last activity Feb 15, 2024

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Asen Georgiev commented,

CommentRouting

Barry Neary do you have an ETA on when can we expect the solution to the limitation related to the skills timeout, so that as soon as the skill expires, the routing engine will proactively check all agents to see if they can be assigned this ticket?

We just launched our CS operation using this feature, but it results in a lot of messaging tickets staying in the queue, waiting for one of the events (capacity change, status change) to happen to be assigned to an agent. It's a very negative customer experience and we decided to stop using it, until there is a fix for it.  

View comment · Edited Feb 15, 2024 · Asen Georgiev

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