Welcome to the Omnichannel Routing beta release community | Community
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Welcome to the Omnichannel Routing beta release community

  • August 18, 2022
  • 6 replies
  • 0 views
Barry14

Hi 

Thanks for taking the time to come to this beta release community.

Please post any issues, comments, feedback or bugs here and we will respond asap

Regards

Barry Neary

Principal Product Manager

    6 replies

    S
    • Sierra15
    • September 23, 2022

    Hello, how does a customer join the beta program for Omni Channel Routing specifically? 

    Dave12
    • Dave12
    • September 25, 2022
    Hi Sierra, no signup is required! You're free to test it out: About omnichannel routing (beta)
    S
    • Sierra15
    • September 26, 2022
    hello, I don't have Omni Channel routing in my instance. Can this be updated? Dave Dyson 
     
    Thanks 
    Jennifer16
    • Jennifer16
    • September 26, 2022

    Hi @sierra15
    You must have Messaging enabled in your account. Otherwise you won't see the Omnichannel routing option. 

    Tom13
    • Tom13
    • October 20, 2022

    Hi All, 

    One element that would be great to have as a configurable on this is the order in which tickets are routed. The current flow is "Priority" followed by "Oldest" ticket. 

    Having applied SLA's to all our inbound contact in conjunction with priorities it would be good to be able to choose the routing criteria, much like you can on views, so we could autoroute the highest priority with the shortest SLA remaining. 

      Barry14
      • Barry14
      • Author
      • October 21, 2022

      Hi @tom13

      Yep, definitely the ability to define the criteria that you want to use to order your routing queue is required and is part of our roadmap

      Barry

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