Michael Locurcio

Barry Neary - I noticed with the Live Data for reporting, when an email gets assigned, the  live data decrements the queue down and it no longer stays on the report. 

With messaging, the ticket stays on the report, based on my testing until the ticket is CLOSED.  Is that the expected behavior? Can you comment on the difference? I have some theories.

Hi Barry Neary  - Your scenario is exactly as I want it to work. 

Of if you want, you can have queues based on the custom field support package they paid for. Then you can prioritize the queues. So for example:

- Support package 1 tickets are higher priority than support packakge two

- Create two queues, one for support package 1 tickets and the other for support package 2

- Set the priority of support package 1  queue to be higher than support package 2

- if both queues are allocated to the same group, that group will receive support package 1 tickets first until there are no more left, then they will receive support package 2 tickets

In my Routing configuration, I have auto accept set to ON, is that the same as Auto Assign? 

What is happening is that the Messaging ticket doesn't require pressing Accept, but it does open the ticket and flash on the screen. Is that the expected behavior? Is that what is supposed to be happening for email tickets too or is it just via views that an agent sees they have work to do. 

Thanks!

-Michael

Hi Barry Neary  - We are testing OCR in our Sandbox and might be missing something in the documentation. We use messaging, but we treat the messaging ticket the same as an email/webform. We order the “work” view by a custom field that is the support package they pay for. 

How can we use OCR to route the messaging ticket like an email ticket. We have queues setup, we don't want them to jump the line, don't want them to have to be accepted or flash an accept button. We jsut want them to fall in-line with emails and get assigned as the next ticket in the queue. Is what we want to do possible with OCR? Can we point me to the right config?