Pesquisas recentes
Sem pesquisas recentes

Artur Olchowik
Entrou em 11 de nov. de 2022
·
Última atividade em 20 de mar. de 2023
Seguindo
0
Seguidores
0
Atividade total
4
Votos
0
Assinaturas
0
VISÃO GERAL DA ATIVIDADE
MEDALHAS
ARTIGOS
PUBLICAÇÕES
COMENTÁRIOS NA COMUNIDADE
COMENTÁRIOS EM ARTIGOS
VISÃO GERAL DA ATIVIDADE
Atividade mais recente por Artur Olchowik
Artur Olchowik comentou,
Hello there!
we're using omnichannel routing for a couple of months now and it's working great! I am more than happy that agents cannot cherry pick tickets anymore and the important ones are being assigned straight away.
However, I've got a question about the stack being used to assign tickets. If my team's capacity is 25 tickets but we've got 30 tickets that need assigning then how the other 5 are going to be assigned? Is it `first in first out` or `first in last out`? Or just randomly?
Exibir comentário · Publicado 20 de mar. de 2023 · Artur Olchowik
0
Seguidores
0
Votos
0
Comentários
Artur Olchowik comentou,
Hi Jen!
we're using omnichannel routing for a month or so now and it's a great feature. I can see agents' statuses with no issues. I can see it either via explore and a live board there or via the Assignee field. See below how I can see it. All greens are online agents and whites are offline.
This showed only when I enabled the routing as I can't recall seeing it before.
In explore live data I can drill into each box which gives me more detailed data:
Drill in for online agents:
Exibir comentário · Publicado 12 de jan. de 2023 · Artur Olchowik
0
Seguidores
2
Votos
0
Comentários
Artur Olchowik comentou,
Hi,
I just noticed that this feature is not respecting agents' OOO status. System unassigned a ticket from the agent because OOO status yet within a minute assigned it back to him. See screenshot below. I think this should be treated as a bug since it makes no sense to assign tickets to OOO agents and you can't do it manually so the system should be an override.
Exibir comentário · Publicado 12 de dez. de 2022 · Artur Olchowik
0
Seguidores
1
Votos
0
Comentários
Artur Olchowik comentou,
Hi, is there a way to monitor agents' statuses from the admin perspective live time and manage it if needed? For example I've got an agent who's working but he set his status to `offline`. Am I able to change it if I'm a super user?
Exibir comentário · Publicado 11 de nov. de 2022 · Artur Olchowik
0
Seguidores
3
Votos
0
Comentários