Robert Elliott

Barry Neary Would the routing work with, combined workstreams as well? 

+1 here as this is a major need for out business

Hello Barry Neary 

Where is this option and feature? before using omnichannel the option was in Talk, but is it not clear where an admin is able to change this. 

Thank you for the update Barry, sooner rather then later would be great of course! In the interim is it at all possible to add some type of update to the ticket when it is removed from the omnichannel que? these call tickets look the same when they are still a call versus when the call ends so any automation or app I add to the system wont be able to differentiate whether there is still a call or not. 

has anyone come up with a solution for this issue?  

In this document, under calls there is the line. 

After a call ends, the ticket generated by the call is removed from the omnichannel routing queue.

Are there any plans to change this? If my system is setup for my agents to focus on things assigned, but then they are not routed tickets that were previously a call.... we are missing responses on these tickets. They get very focused and continuously churn through tickets assigned to them and are not looking at other views. 

Because these are removed from omnichannel routing, this creates a second workflow that can be hard to remember or manage since its essentially as if the channel does not route at all. Which is very frustrating, I am having to go to a marketplace app to supplement what omnichannel is missing. In my case that is not only these call tickets that are no longer a call but also the text channel. 

For those wondering, I am using free version of Round Robin to supplement these missing channels. 

I would like to add here as well that the fact that the Closed and Archived tickets are not updated to the target organization, makes us very hesitant to use this feature. almost unusable. as we cannot lose the data and information that was on those tickets. 

Once this is added that closed/archived get updated to the target org. then we would gladly use this. 

Has anyone come up for a solution for this, concerning that this is a year old and no real solution has been brought up. since merging is different then save/submit changes to the ticket, using the conventional triggers there does not appear to be a method to handle this need. 

+1 for this, we definitely need to be a native report and option that we can pull, we need to be able to know and track to help keep our agents accountable. 

Hello Barry! 

Ideally I was expecting all ticket channels to route automatically to agents, So to answer your question it would work like emails. 

By not allowing a channel to do this my solution has been to create a separate view, while this works. It removes my ability to have my agents solely focus on the "My assigned tickets" view.  

I do also believe that both of those solutions would be good options and if possible, to improve your product, maybe leave that up to the account with an option to route as either email or messaging? 

I have just been informed that the "text" channel does not work through Omnichannel routing. I am able to route all other tickets through all other channels to my agents but now I will need a separate view and will not be able to have my agents focus on the assigned tickets view because they will have to continuously pay attention to a separate view I will need to make for these tickets. 

Apart from a separate view, for this channel, as well as the routing to a group, (which I am already doing.) does anyone else have any suggestions to get around this limitation. Ill be honest this is rather frustrating to have to create what seems to be a one off type situation with the one channel.