Chris McPhearson

I'm looking at implementing this for my organization, but the issue being discussed here with agents having to interact and change their talk capacity somehow would be a problem for us. I see “early July” was mentioned as a time estimate for the fix, can anyone confirm if that has been resolved yet or have an updated timeframe?

Also, how do skills and overflow groups interact? If you have some agents in a queue's primary group that do have a skill and others that don't, will the skills timeout route to other agents in the primary group, or does the ticket route to the overflow group first?

Hi Widson! Thanks for directing me towards those functions. We're on a Growth plan and don't have the agent workspace turned on yet to be able to set any of that up, but I can speak to my account rep about upgrading to a Pro plan if it will help me accomplish this! Before I do, can you tell me if I can setup Omnichannel routing such that tickets submitted by email or ticket form will just drop into the queue and not be automatically assigned, while still being able to route calls to agents via skills or queues like you described?

We have a small team and need support calls routed to agents in a specified order, rather than round-robin style that Talk currently uses. I'd really like to start using Talk, but not being able to prioritize agents in some way makes it unfeasible for us. Just being able to set it to try Agent 1, then Agent 2, then Agent 3, etc. would meet my needs, but it would be more future-proof if you could mix ordering and round-robin. For example, have a group with Agents 1, 2, and 3 that would all be tried first in a round-robin style, then move on to a second group with Agents 3 and 4 ONLY if nobody in the first group was available.