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Steve Plichta

已加入2021年12月16日

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最后活动2023年3月28日

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评论Call routing, greetings, IVR, and recordings

We are only allowed to use Chrome in our org.  What is the status of fixing the Chrome download bug?

查看评论 · 已于 2023年3月28日 发布 · Steve Plichta

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评论Team members and groups

Moss Jen C,

I may be mistaken, but I believe all that you'd need to do in order to be able to use the custom agent statuses but NOT have anything automatically assign tickets to agents would be to NOT write any triggers that would add the auto-routing tag (shown in the screenshot below) to the ticket.  At least, this was my plan for doing the same.

查看评论 · 已于 2023年1月11日 发布 · Steve Plichta

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评论Routing

In the article above, it was mentioned that...

'An agent must have fewer open tickets or active messaging conversations than the defined maximum capacity for that channel to have spare capacity'  

Is usage of the word 'open' meant to be taken literally (as in Status = Open), or does the system still consider tickets in On Hold or Pending status as open from a capacity perspective?

查看评论 · 已于 2022年8月18日 发布 · Steve Plichta

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