Welcome to the Omnichannel Routing beta release communityAfixado
Thanks for taking the time to come to this beta release community.
Please post any issues, comments, feedback or bugs here and we will respond asap
Principal Product Manager
Hello, how does a customer join the beta program for Omni Channel Routing specifically?
Hi Sierra, no signup is required! You're free to test it out: About omnichannel routing (beta)
hello, I don't have Omni Channel routing in my instance. Can this be updated? Dave Dyson
You must have Messaging enabled in your account. Otherwise you won't see the Omnichannel routing option.
One element that would be great to have as a configurable on this is the order in which tickets are routed. The current flow is "Priority" followed by "Oldest" ticket.
Having applied SLA's to all our inbound contact in conjunction with priorities it would be good to be able to choose the routing criteria, much like you can on views, so we could autoroute the highest priority with the shortest SLA remaining.
Hi Tom Robinson
Yep, definitely the ability to define the criteria that you want to use to order your routing queue is required and is part of our roadmap
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