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Steve Plichta

Data ingresso 16 dic 2021

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Ultima attività 28 mar 2023

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Steve Plichta ha commentato,

CommentoCall 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?

Visualizza commento · Data ultimo post: 28 mar 2023 · Steve Plichta

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Steve Plichta ha commentato,

CommentoTeam 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.

Visualizza commento · Data ultimo post: 11 gen 2023 · Steve Plichta

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CommentoRouting

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?

Visualizza commento · Data ultimo post: 18 ago 2022 · Steve Plichta

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