Ally Elliott

I'm confused about how with omnichannel routing, we are to use triggers to route calls but there is no capability to add tags or ticket types based on the talk number the call was received on. We have several specialized lines that we cannot risk going to other groups and no way to route them to the correct group unless we exclude calls from all triggers. Will this functionality be added to the roadmap? We cannot add user tags to the profiles since the lines are used for specific incidents and not specific users who might need more generalized help at other times.

We're having the same issues as Paige. Was a solution found?

I didn't realize you were referring to the app. Thanks so much! 

How can I hide specific fields for certain groups? I'm not seeing a way and I'd like to have a couple fields that are for administrators only.