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Steve Plichta

가입한 날짜: 2021년 12월 16일

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마지막 활동: 2023년 3월 28일

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댓글Call routing, greetings, IVR, and recordings

We are only allowed to use Chrome in our org.  What is the status of fixing the Chrome download bug?

댓글 보기 · 2023년 3월 28일에 게시됨 · Steve Plichta

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댓글Team members and groups

Moss Jen C,

I may be mistaken, but I believe all that you'd need to do in order to be able to use the custom agent statuses but NOT have anything automatically assign tickets to agents would be to NOT write any triggers that would add the auto-routing tag (shown in the screenshot below) to the ticket.  At least, this was my plan for doing the same.

댓글 보기 · 2023년 1월 11일에 게시됨 · Steve Plichta

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댓글Routing

In the article above, it was mentioned that...

'An agent must have fewer open tickets or active messaging conversations than the defined maximum capacity for that channel to have spare capacity'  

Is usage of the word 'open' meant to be taken literally (as in Status = Open), or does the system still consider tickets in On Hold or Pending status as open from a capacity perspective?

댓글 보기 · 2022년 8월 18일에 게시됨 · Steve Plichta

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