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Steve Plichta

Adhésion le 16 déc. 2021

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Dernière activité le 28 mars 2023

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Steve Plichta a ajouté un commentaire,

CommentaireCall routing, greetings, IVR, and recordings

We are only allowed to use Chrome in our org.  What is the status of fixing the Chrome download bug?

Afficher le commentaire · Publication le 28 mars 2023 · Steve Plichta

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Steve Plichta a ajouté un commentaire,

CommentaireTeam members and groups

Moss Jen C,

I may be mistaken, but I believe all that you'd need to do in order to be able to use the custom agent statuses but NOT have anything automatically assign tickets to agents would be to NOT write any triggers that would add the auto-routing tag (shown in the screenshot below) to the ticket.  At least, this was my plan for doing the same.

Afficher le commentaire · Publication le 11 janv. 2023 · Steve Plichta

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Steve Plichta a ajouté un commentaire,

CommentaireRouting

In the article above, it was mentioned that...

'An agent must have fewer open tickets or active messaging conversations than the defined maximum capacity for that channel to have spare capacity'  

Is usage of the word 'open' meant to be taken literally (as in Status = Open), or does the system still consider tickets in On Hold or Pending status as open from a capacity perspective?

Afficher le commentaire · Publication le 18 août 2022 · Steve Plichta

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