Bobby Watton

Javier DM this seems to solve the problem of reassigning an agent's tickets when they go offline. But what about reassigning open tickets regardless of agent activity?

We often have tickets routed from a T1 team to a T2 team and set to an Open status so triggers affecting New tickets don't run on them again.

I want Omni to retry assignment on these Open tickets once they're in the T2 group. How do I do this?

Similarly, if calls or emails come in overnight, Omni never retries routing once agents get online in the morning. How do I do this? In effect, I never want unassigned tickets in a queue to have to be manually grabbed. Omni should always keep trying to assign all unsolved tickets in queue when there are online agents with capacity. 

@... I'm interested in discussing so feel free to reach out