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Barry Neary
参加日2021年4月14日
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前回のアクティビティ2025年2月04日
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さんの最近のアクティビティ Barry Neary
Barry Nearyさんがコメントを作成しました:
Hi Jennifer Morris / Sam
Can you contact our customer support group to enable this for your account?
コメントを表示 · 投稿日時:2025年2月04日 · Barry Neary
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Barry Nearyさんがコメントを作成しました:
HI Nico V
The only way currently to do this is to leveage the Zendesk Agent Status API to make changes to an agent status and write some type of script to call these APIs. We are currently developing a bulk edit status capabilty that you can change several agents status with one call. (cc: Jenny Gillett )
コメントを表示 · 投稿日時:2025年1月13日 · Barry Neary
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Barry Nearyさんがコメントを作成しました:
Hi Yvonne P.
When you say ‘Agent has less than 3 open tickets - assign next 5 tickets ’ what exactly is the logic you are looking for?
Lets say the agent is one of several who are online in the group, presumably you want the tickets that are in the queue to be distributed to each of the agents on a round robin basis (rather than given one of the agents who has 3 open tickets to receive the next five from queue)?
I think we may be getting confused between ‘I want to distribute the tickets based on the round robin methodology’ vs. ‘I want OCR to work in the same way the third part round robin app does’.
Barry
コメントを表示 · 投稿日時:2025年1月13日 · Barry Neary
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Barry Nearyさんがコメントを作成しました:
Hi
Omnichannel routing currently has round robin as a routing option. If you select it, then rather than giving the ticket to the agent with the highest spare capacity, it will select the agent who has not received a ticket in the longest time. It will still respect the agents max capacity for that channel
Barry
コメントを表示 · 投稿日時:2025年1月13日 · Barry Neary
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Barry Nearyさんがコメントを作成しました:
Hi, currently if you dont use routing queue you can build an Explore report showing how many tickets were assigned with the auto routing tag. With routing queues we plan to have historical reports that would show how many tickets were assigned from a particular queue. However in both cases if a ticket was manually assigned we cannot differentiate that from one that was auto assigned. We are looking into ways to plug that gap….
コメントを表示 · 投稿日時:2025年1月03日 · Barry Neary
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Barry Nearyさんがコメントを作成しました:
You could this using routing queues, but you would need to have agents 1 and 2 in a seperate group which is the primary group for the call routing queue and then the secondary group contain agents 3,4 and 5. The calls would only go to the secondary group if the primary one were not available
cc: Jenny Gillett
コメントを表示 · 投稿日時:2025年1月02日 · Barry Neary
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Barry Nearyさんがコメントを作成しました:
Hi Zach Gilbert
Once a messaging session has been ended by an agent, the message is no longer routable - i.e. if you remove the assignee it wont be automatically be assigned to another agent in the group
We do have plans to allow these messaging tickets to be transformed into email tickets and they would be routable
Barry
コメントを表示 · 投稿日時:2024年12月16日 · Barry Neary
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