How can I provide feedback for the EAP? | Community
Skip to main content

How can I provide feedback for the EAP?

  • March 2, 2023
  • 4 replies
  • 0 views
P

Feedback during this stage is very important for us. We want to hear what you have to say about this change in queue and capacity management. 

This community is best place to share feedback

You can provide feedback by creating a new post or commenting on an existing post. We'd like to try and keep feedback as social and collaborative as possible. It's where we can answer the most amount of questions or comments so that everyone can see and benefit from it.

Reporting bugs

As these updates are in EAP, the best way to report a bug is to do so here in this forum, rather than contacting us. This is especially helpful if you're reporting a minor bug or a bug that is not directly impacting your customers. That being said, we do realize that during EAP more urgent issues can crop up.  As this is a beta, the response times may be longer than they typically would be going through the normal support channels. 

    4 replies

    G
    • GUSTAVO17
    • May 25, 2023

    Hi @prakruti

    We habe been using Unify assignment and capacity for messaging conversations for some time.

    Our feedback:

    Good -> System no more auto assign inactive tickets for agents beyond capacity
    Bad -> Tickets that came from another group (transferred) usualy notify agents, but if none of then get the ticket on time, it just stay in queue and no more notify agents, while new tickets still go throug.

    We alse have noticed that the behavior changed:

    Before: Agents with spare capacity can get new tickets and capacity is based on tickets status (open/new)
    Now: We have seen agents online and with spare capacity, but they can't get new tickets

    Please can you help us to solve this problems?

    Regards,

    Gustavo

      P
      • Prakruti
      • Author
      • August 2, 2023

      Hi Gustavo, 

      Thanks for writing and providing feedback. The feature is now generally available. Apologies for the delay. 

      Tickets that came from another group (transferred) usualy notify agents, but if none of then get the ticket on time, it just stay in queue and no more notify agents, while new tickets still go through.

      This should actually work and the transferred tickets should notify the agents via Accept. If the tickets are directly assigned from one agent to another, they should be notified via the bell icon on top right corner.  Did you see this behavior after using this feature? 

      Now: We have seen agents online and with spare capacity, but they can't get new tickets

      The agents need to set the ticket to Pending/On-hold / Solved to release their capacity. Are you seeing this problem, despite the change in ticket status? 

       

      G
      • GUSTAVO17
      • August 2, 2023

      Hi @prakruti

      The agents need to set the ticket to Pending/On-hold / Solved to release their capacity. Are you seeing this problem, despite the change in ticket status?  - That is working fine for us

      This should actually work and the transferred tickets should notify the agents via Accept. If the tickets are directly assigned from one agent to another, they should be notified via the bell icon on top right corner.  Did you see this behavior after using this feature?  - This is not ok yet. We can see that transferred tickets indeed notify agents, but after some time, if all agents are busy the transferred ticket no more notify agents with space capacity, but they still receive notification from new tickets. We think that transferred tickets should have more priority in queue (I talk about group transfer not directly assign)

      We also noticed that after some time, when the system notify agents about an specific ticket for a long time, the system no more generate notifications, and the tickets simply stay in some of our view without assigne

       

      P
      • Prakruti
      • Author
      • August 7, 2023

      Hi Gustavo, 

      >This is not ok yet. We can see that transferred tickets indeed notify agents, but after some time, if all agents are busy the transferred ticket no more notify agents with space capacity, but they still receive notification from new tickets. We think that transferred tickets should have more priority in queue (I talk about group transfer not directly assign)

      I am creating a ticket on your behalf to investigate this further. 

      >We also noticed that after some time, when the system notify agents about an specific ticket for a long time, the system no more generate notifications, and the tickets simply stay in some of our view without assignee

      We have an upper limit on the number of times a ticket is offered to agents. We might be hitting the maximum limit with you. You can track the number of times a ticket is offered to the agents from Ticket Audit Log, by clicking on the timer icon next to the ticket subject.

      Thanks,

      Prakruti

       

      Terms & ConditionsCookie settingsAccessibility statement