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Barry Neary
Incorporación 14 abr 2021
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Última actividad 04 feb 2025
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Última actividad de Barry Neary
Barry Neary hizo un comentario,
Hi Jennifer Morris / Sam
Can you contact our customer support group to enable this for your account?
Ver comentario · Publicado 04 feb 2025 · Barry Neary
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Barry Neary hizo un comentario,
Hi
Currently you can restrict which custom statuses appear to which groups. This was introduced in 2024
Ver comentario · Publicado 02 feb 2025 · Barry Neary
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Ver comentario · Publicado 17 ene 2025 · Barry Neary
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Barry Neary hizo un comentario,
HI Nico V
The only way currently to do this is to leveage the Zendesk Agent Status API to make changes to an agent status and write some type of script to call these APIs. We are currently developing a bulk edit status capabilty that you can change several agents status with one call. (cc: Jenny Gillett )
Ver comentario · Publicado 13 ene 2025 · Barry Neary
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Barry Neary hizo un comentario,
Hi Yvonne P.
When you say ‘Agent has less than 3 open tickets - assign next 5 tickets ’ what exactly is the logic you are looking for?
Lets say the agent is one of several who are online in the group, presumably you want the tickets that are in the queue to be distributed to each of the agents on a round robin basis (rather than given one of the agents who has 3 open tickets to receive the next five from queue)?
I think we may be getting confused between ‘I want to distribute the tickets based on the round robin methodology’ vs. ‘I want OCR to work in the same way the third part round robin app does’.
Barry
Ver comentario · Publicado 13 ene 2025 · Barry Neary
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Barry Neary hizo un comentario,
Hi
Omnichannel routing currently has round robin as a routing option. If you select it, then rather than giving the ticket to the agent with the highest spare capacity, it will select the agent who has not received a ticket in the longest time. It will still respect the agents max capacity for that channel
Barry
Ver comentario · Publicado 13 ene 2025 · Barry Neary
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Hi, currently if you dont use routing queue you can build an Explore report showing how many tickets were assigned with the auto routing tag. With routing queues we plan to have historical reports that would show how many tickets were assigned from a particular queue. However in both cases if a ticket was manually assigned we cannot differentiate that from one that was auto assigned. We are looking into ways to plug that gap….
Ver comentario · Publicado 03 ene 2025 · Barry Neary
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You could this using routing queues, but you would need to have agents 1 and 2 in a seperate group which is the primary group for the call routing queue and then the secondary group contain agents 3,4 and 5. The calls would only go to the secondary group if the primary one were not available
cc: Jenny Gillett
Ver comentario · Publicado 02 ene 2025 · Barry Neary
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Ver comentario · Publicado 17 dic 2024 · Barry Neary
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Hi Zach Gilbert
Once a messaging session has been ended by an agent, the message is no longer routable - i.e. if you remove the assignee it wont be automatically be assigned to another agent in the group
We do have plans to allow these messaging tickets to be transformed into email tickets and they would be routable
Barry
Ver comentario · Publicado 16 dic 2024 · Barry Neary
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