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Rob Tihanyi

参加日2023年9月07日

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前回のアクティビティ2023年10月16日

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さんの最近のアクティビティ Rob Tihanyi

Rob Tihanyiさんがコメントを作成しました:

コメントPublishing and sharing dashboards

Hi Walter Bellante,

I note in July you stated that Live Data is not currently available in restrictions. Is it possible though to allow it to be shown regardless of restrictions?

What we see currently is that on a dashboard with some data restrictions in place (eg. for tickets) none of the Live Data reports show any information. Is there a way to show all Live Data and still have restrictions on the remaining historical reports?

I seem to be stuck with either applying restrictions and having no Live Data at all, or exposing all of the information to make it all work.

Cheers,

Rob

コメントを表示 · 投稿日時:2023年9月18日 · Rob Tihanyi

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Rob Tihanyiさんがコメントを作成しました:

コメントRouting

Hi team,

We have a situation where messaging tickets that have built up whilst our agents are all offline all get allocated to the first agent who then goes online, ignoring the Capacity Rules:

  • Operating hours are 8am to 8pm
  • All agents go offline at 8pm
  • Customers join the messaging widget, get informed of us being offline and to leave a message
  • The messaging tickets sit in the queue, awaiting an agent
  • First agent logs in, gets ALL of the waiting tickets into their queue
  • Capacity rule is set to 1 message, 1 email, 1 call

Are we missing something in our set up? Is this a known bug? Or should we be adding in some sort of extra rule? The next agent that joins just sits their waiting for the next messaging ticket, whilst the first agent has maybe 10 of them at once.

Cheers.

コメントを表示 · 投稿日時:2023年9月13日 · Rob Tihanyi

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Rob Tihanyiさんがコメントを作成しました:

コメントRouting

Barry Neary Can you please confirm if Ticket Sharing is supported by Omnichannel Routing? I have ensure the trigger that processes Ticket Sharing tickets to include the routing tag as per emails, but not sure if it is working.

コメントを表示 · 投稿日時:2023年9月07日 · Rob Tihanyi

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