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Olha Vorobei

Entrou em 27 de mai. de 2024

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Última atividade em 27 de mai. de 2024

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Olha Vorobei comentou,

ComentárioRouting

And another question to the one above:
sometimes the same ticket might be open for 2 agents (agents' collision happens) but the thing is that one of the agents sees it only when they want to send a reply (Zendesk doesn't allow to send the reply because the other agent has just done it).
What. might the issue be here? Thanks!

Exibir comentário · Publicado 27 de mai. de 2024 · Olha Vorobei

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Olha Vorobei comentou,

ComentárioRouting

Hello! I don't know if it is the right thread to address the question, and if not - it'd be great if you could advise on the correct one.
After implementing the Guide mode into the agents' work, the agents started experiencing numerous “bugs” such as: 
1. Even though the View (from where the tickets are added to the Play mode) is set correctly in the way that only New and Open tickets should appear, the agents sometimes receive Pending and Solved tickets. Can you, please, advise what could be the issue of this? 
2. Are the tickets distributed evenly between the agents on the shifts?
Thanks!

Exibir comentário · Publicado 27 de mai. de 2024 · Olha Vorobei

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