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Masha Patrakov

Adhésion le 15 avr. 2021

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Dernière activité le 21 sept. 2022

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Masha Patrakov a ajouté un commentaire,

CommentaireReporting for Talk

Hi @...!

Could you confirm that "The Agents Online only includes agents who are available to take calls, so this will only include Online" is still correct? 

Cos when checking one of our lines and filtering for only the groups that line routes to, I see 18 online agents in the dashboard, but only 8 *online* agents on the list + more in other non-offline statuses. So it seems like "online agents" counts all non-offline statuses?

Thanks!

Afficher le commentaire · Publication le 21 sept. 2022 · Masha Patrakov

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Masha Patrakov a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

We would also like to be able to use triggers for setting and updating skills.

We use triggers to set additional information to tickets that cannot be there on creation, and currently we cannot use that to set skills. 

Additionally, if any ticket fields are set we want to use a trigger to change the skills. 

Example:

Ticket field County has a value USA, so a USA skill is added. In reality the customer is from Canada. We would want an agent to change the ticket field value to Canada, and a trigger to catch this and update the skill.

Afficher le commentaire · Publication le 04 oct. 2019 · Masha Patrakov

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