Mai Lena Mondal

Hi Barry Neary 

Preferably from week to week. This relates to resource planning and can be compared to Zendesk WFM workstreams. 
Some companies need more control over omnichannel routing and this is a feature request from an enterprise customer. Implementing such a feature would additionally provide agents dedicated focus time, if they have several skills.

I need a feature that enables scheduled adjustments for agent skills based on predefined categories. This would complement omnichannel routing by automating daily skill assignments and giving team leaders more control. 

The primary objective is to provide management with a clear weekly overview of agent activity and help agents work on the intended categories. This tracking would also help evaluate the effectiveness of workforce planning, offering valuable insights for improving both scheduling accuracy and operational efficiency.

Pedro Cerqueira for this specific customer, they identify products by form. For others, it can be a drop-down ticket field.

+1 The functionality isn't suitable for all teams. Some teams have reported that the suggested replies are obstructive, requiring agents to spend extra time removing them before they can start working on a ticket. This contradicts the intended time-saving purpose. It would be ideal to enable the activation of suggested replies by group and/or brand.

Hi, our customers are experiencing that AI suggests similar tickets from different products. Is it on the roadmap to add editable guidelines that include areas such as products and brands as mentioned above?