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TradeSmith Support
가입한 날짜: 2021년 5월 05일
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마지막 활동: 2023년 9월 08일
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I have submitted this feedback item.
댓글 보기 · 2022년 10월 27일에 게시됨 · TradeSmith Support
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Feature Request Summary:
We would Admins to have the ability to change Agent Status if the agents forget to go offline when not available, in Omnichannel
Description/Use Cases:
If an agent forgets to change their status and they are out of the office, Omnichannel will still route tickets to them. We can reassign these tickets, but they will be routed more based on the rule as long as they are online. We would like to have the ability as admins to change their status if necessary.
Business impact of limitation or missing feature:
Agents could be assigned tickets when they are not monitoring their required attention queue. This could result in a delay in response to our customers. In addition, it takes extra time for the admin to monitor the queue and reassign tickets that are assigned in error.
Other necessary information or resources:
2022년 10월 27일에 게시됨 · TradeSmith Support
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Thank you Dave. Is this on the path to be developed? I would think that there would be others who would be interested in this feature.
댓글 보기 · 2022년 10월 25일에 게시됨 · TradeSmith Support
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Is there a way for an admin to change an agent's status? For example, if an agent forgets to change their status before they sign off and they are off the next day, we want to be able to change them to offline to prevent further tickets from routing to them.
댓글 보기 · 2022년 10월 24일에 게시됨 · TradeSmith Support
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We are using Live Chat and messaging. Will Omnichannel work then for the messaging and emails, but not the Live Chats?
Can Live Chat co-exist with Omnichannel?
댓글 보기 · 2022년 10월 18일에 편집됨 · TradeSmith Support
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