Ola Timpson
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Activité récente par Ola Timpson-
David Launen for us, when the change was first rolled out it made a big difference. But then about a month ago we started getting lots of false negatives again. The theory we have is that one of th...
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Hi Barry Neary Definitely understand that reasoning - perhaps as Tobias suggested we could designate an 'off-shift' status that causes tickets to be reassigned? But a timer delay would be helpful t...
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What are plans to re-assign currently open tickets when an agent goes offline in the first place? This feature only seems to cover tickets that aren't open when the agent goes offline.
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PAUL STRAUSS you can definitely do that, using something like this: {% case ticket.brand.name %} {% when "brand1" %} Brand 1 phone number {% when "brand2" %} Brand 2 phone number {% else ...
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Love this change!
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Agents intermittently get a message saying they have reached the end of the playlist, even though there are still tickets left.Like the original post here, our views are skills filtered too.
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Did you ever get anywhere with this? We've been experiencing the same thing.
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I'm looking to do the same thing Amanda has asked about. Anyone got advice on seeing which agents have applied a specific macro?
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I think expectations for offline vs out of office would depend on operating hours. Some of our tickets have 24/7 operating hours, so if a ticket waits for that agent to get back on shift the next d...
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This would be useful for us, if a user starts out thinking their issue is in one area but their answers indicate actually a different flow would help them.