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GUSTAVO FREIRE LOPES
已加入2021年10月16日
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最后活动2023年10月30日
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In tickets events we can see that the SLA policy is applying successfully for whatsapp, but in views we can't see any countdown in SLA column.
On Explore we can see FRT, but not in views as i said.
查看评论 · 已于 2023年4月04日 编辑 · GUSTAVO FREIRE LOPES
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Hi @Barry Neary
We are experiencing some issues with inactive message (Whatsapp) tickets.
From zendesk documentation we know that:
"To be assigned to inactive message tickets (more than 10 minutes without a reply), an agent must have spare capacity, but the ticket doesn’t use up any of that capacity."
When queue is formed and several message tickets are set to inactive omnichannel routing assigne too many inactive tickets to agents with spare capacity, more disturbing than helping.
We understand that the maximum capacity is for active message tickets, but we also belive that auto assign for inactive tickets should be limited by paramer.
It is not something that happens everyday, but when it happens is very annoying. Please, can you check this?
Situation where 15 tickets were assigned to one agent:
查看评论 · 已于 2023年3月14日 发布 · GUSTAVO FREIRE LOPES
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Hi @...
I have an Enterprise licence, but It seems not to be available for me.
Can you help?
Best Regards.
查看评论 · 已于 2022年9月26日 发布 · GUSTAVO FREIRE LOPES
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Hi Barry
Does omnichannel routing supports text channel?
Also email tickets are taking too much time to routing. We have multiple agents with spare capacity, but tickets continue without assignee 15 minutes after creation
Regards.
查看评论 · 已于 2022年8月29日 编辑 · GUSTAVO FREIRE LOPES
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