Channels in one queue — found from sitemap — Gladly

Cited by

Facts read from this source

• Same agent time limit Report an error

  “Same agent assignment time limit (minutes) – Enter the time (in minutes) how long an incoming reply from an existing email or voicemail is routed to the same Agent.”

• Same agent open reopened Report an error

  “Same Agent if conversation is open or reopened – If selected, any incoming email or voicemail replies received outside the time threshold for the Same agent assignment time limit (minutes) setting is routed to the same Agent assigned to the open/reopened Conversation, even if they are offline.”

• Next available agent option Report an error

  “Next available Agent – If selected, any incoming email or voicemail replies received outside the time threshold for the Same agent assignment time limit (minutes) setting is routed to the next available Agent instead of the existing owner of the open/reopened Conversation.”

• Timeline labels Report an error

  “The Conversation Timeline will say <customer replied via email> if a reply is from an existing thread, and <customer> sent an email> if a new email is created.”

• Mail routing recommendation fcfs Report an error

  “If you generally follow a first-come-first-serve process, select Next available Agent, then set a short assignment time limit between 0 and five minutes).”

• Mail routing recommendation balanced Report an error

  “If you want to balance Customer responsiveness and have the same Agent respond, select Same Agent if conversation is open or reopened and set a reasonable response window between five and 45 minutes.”

• Required role Report an error

  “REQUIRED USER ROLE Administrator”

• Setting location Report an error

  “Under the Agent Experience category, click Conversation Workflow.”

1 fact read from this page is not shown because it could not be confirmed on the page as captured.

Scores citing this record

• The Agent Advocate Ticketing, queues & SLA
• The Agent Advocate Channels in one queue
• The Data Protection Officer Ticketing, queues & SLA
• The Shop Operator Ticketing, queues & SLA
• The Shop Operator Channels in one queue
• The Integrator Ticketing, queues & SLA
• The Integrator Channels in one queue
• The Skeptic Ticketing, queues & SLA
• The Skeptic Channels in one queue
• The Support Lead Ticketing, queues & SLA