Barry Neary
-
Atividade total332
-
Última atividade
-
Membro desde
-
Seguindo0 usuário
-
Seguido por3 usuários
-
Votos0
-
Assinaturas84
Visão geral da atividade
Atividade mais recente por Barry Neary-
Barry Neary comentou,
Yes, the ticket need to be in Open or New status to be automatically assigned
-
Barry Neary comentou,
Hi Stephen Yes, its on the roadmap to have mulitle routing configuration which would enable to have different settings for different queues and teams. No ETA at present....
-
Barry Neary comentou,
Hi Kelly Rave You can create a capacity rule that has '0' for email and talk and 'x' for messaging, which means that agents allocated to this capacity rule wont be assigned emails or calls but will...
-
Barry Neary comentou,
Hi D.Fitz It really depends on your circumstance. If you have situations where you may want agents to pick up work from other groups (assuming they are not busy), then you could give them access to...
-
Barry Neary comentou,
Hi Jason Talk capacity is freed up either by: 1) A call is hung up and the wrap up time expires (if you have wrap up time configured) 2) A call is hung up (if you dont have wrap up time configured)...
-
Barry Neary comentou,
Hi D.Fitz When it comes to using Play mode as a way of assigning tickets, yes - omnichannel routing is really a replacement for Play mode. Routing will mean that agents dont have to play through vi...
-
Barry Neary comentou,
Hi Elisa, Currently the routing logic is still as described here Could you describe how you would wish it to work? Barry
-
Barry Neary comentou,
Hi Jason V Can you create a ticket with our advocacy dept so we can take a closer look - if you can include the specific ticket id in that ticket then our engineers can look to see what happened Barry
-
Barry Neary comentou,
Could you use the SLA: 'Agent work time' SLA to track how long agents are spending on tickets?
-
Barry Neary comentou,
Hi Tobias We usually see issues with agents reassginging ticket to other agents, but this is the first time I have heard agents sitting on their own tickets and leaving them in Open status. The ass...