Barry Neary
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Activité récente par Barry Neary-
Hi Kris Parker We do plan on adding that report to Explore in Q1 Barry
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Should they be auto routed to another group if all agents in the original group are not available?
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Hi Emma Nightingale Have you message activity routing switched on? Barry
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Hi Laura An unassgined ticket has a New ticket status - these are the ones that we auto assign Once a ticket is assigned to an agent - its ticket status changes from New to Open and hence these don...
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Hi Rob Tihanyi We are now deploying this - it may take a day or two to be deployed to all instances Let me know if you have any issues Barry
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Hi Chris Stewart In the skills area there are two main areas shown when you click on a skill: 1) The conditions area: where you can setup conditions to add a skill when ticket is created 2) The ag...
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Hi Rob Tihanyi This will be developed and depoyed within the next few weeks Barry
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Hi Uyen Nguyen It will be possible to configure it so that if Tier 1 is not available (e.g. they are all at capacity) , automatically assign ticket to an agent in the tier two group
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HI Joey Just to confirm, you dont want a custom status to change even if the agent closes their browser? If so we can accomplish this with the above mentioned exclusion list Barry
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Hi Uyen Nguyen We are introducing overflow capability late this year/early next year where you can set it up so that it only goes to Tier 2 if tier 1 group is not available.