Natalia Torres

Hi,

I am really looking forward using the omnichannel routing but I wanted to check with you if you are planning to solve this limitation:

• The ability to set up multiple call routing fallback groups in Talk settings for a single line or IVR keypress isn’t supported with omnichannel routing.

It is very important for us to route a call to another group if the assigned group is not available.

Thanks fro your answer.

Elsa

Barry Neary Can I also enter on the EAP?

Thanks

Elsa

Hi,

I would need to only apply the rooting for tickets coming in under certain brands?

Another Question. If a ticket (especially messaging ticket) was in status solved or pending and changes to open because the customer is contacting us again, and the agent who was handling the ticket is not online, is the ticket automatically reassigned to a new agent?

Thanks

Elsa

Hi,

Can we expect to have the focus mode compatible with the omnichannel routing soon?

Would that be possible to apply this omnichannel routing only for some brands or agents?

Thanks

Elsa

Miranda Burford to reply to your question :

 It would be important for you to disable the message composer during certain parts of the conversation flow (eg: disabled until escalating to an agent, etc).

Right now, customers can write a message even if the bot is asking questions to route the chat and the customer gets the message "I didn't get that. Try rephrasing your question or start over." over and over.

Thanks

Elsa

 

Hi everyone,

I would like to count the number of tickets solved or closed that do not contain the tags "system_email" Or "system_emaill". Can you help me with the syntax please as it seems not be working like that :

IF (([Ticket status - Unsorted] = "Solved" OR  [Ticket status - Unsorted] = "Closed")
AND (NOT INCLUDES_ANY([Ticket tags], "system_email,"system_emaill"))
THEN [Ticket ID]
ENDIF

Thank you very much for your help.

Elsa