Cole Neese

Hello! 

Any update on when Voicemail tickets or Slack-generated tickets will be supported by omnichannel routing? We're really hoping to remove the need to have someone triage out tickets manually. 

We're seeing Call IDs with no ticket IDS, presuming they are ‘ Not Answered Calls’ (which I think the definition is still hazy on what these actually are. However, Call Complete Status is ‘Complete’. According to the follow-up in this article, these would not be complete calls. 

Is there any advice on how to set up a trigger to auto-close the text-back tickets that the customer requests via IVR.  We don't want our team to touch those tickets as we direct our customers via self-service flows in the message. But it doesn't seem to work with triggers since two events are happening simultaneously. 

Has anyone else had issues with old tickets from 2023 showing up in the Agent Home? It seems like these tickets are “stuck” and won't leave the view. Additionally, there seems to be a delay on tickets showing up in the Agent Home when manually assigned, specifically SMS.

Hello!

Is there anyway to measure AVG First Reply Time from when the ticket is assigned to an agent and not from when it's created? With Omni Channel routing, we're finding that this would be a better measurement to report on since agents can't control the time is in the queue waiting to be assigned to them.