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Inactive message scenarios for assignment and capacity rules
回答済み
Community Moderator
投稿日時：2023年5月15日
There should be a way that as a company you can decide how to assign inactive message conversations.
For now, they don't affect capacity, but for some organisations, the message ticket is the same as an email ticket so it could have a specific workload.
Maybe what some customers need it to have the option on:
- how inactive message are assigned to the first agent > all at once or round robin model within the team
- how inactive messages affect capacity > based on inactive/active status or based on ticket status (open vs not open)
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6件のコメント
Barry Neary
Hi , there is an EAP which treat inactive messages the same as active ones - let me know if you would like to join that
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Thomas D'Hoe
Hi Barry, yes we would like to
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gan ganor
Is there any update on this? We're looking for a way to tag messaging tickets that have been inactive for over a certain amount of time, and move them to the regular web form/emailing group
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Barry Neary
Hi Gan, here is some info that describes how you can use routing queues to move inactive messages to a seperate group. Let me know if that helps
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gan ganor
Hi Barry,
Thanks for the reply, but our team is not using Omnichannel. It didn't work out with our needs.
We need to create a trigger that will tag inactive messaging tickets to move them to the email tickets group, and another trigger that will tag messaging tickets that have been reopened by the end user via email or via messaging, so that we'll know to move these tickets to email tickets group as well.
Thank you for your help!
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Barry Neary
Hi
There is a plan to have a message going inactive to be a trigger condition on which you can take an action
cc: Prakruti Hindia
Barry
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