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HR Helpdesk > Omni Channel Routing

in Human Capital Management 7 comments

Summary:

Hi All, We are using Redwood Helpdesk and enabled omnichannel routing. Routing is based on the selected category and it's working fine as the requests are getting assigned to correct queues, but the issue is,

when the agent is login into helpdesk , even though his service status is active, first he has to make it inactive and then make it active again to assign the ticket automatically to him.

Please suggest.

Content (please ensure you mask any confidential information):

Hi All, We are using Redwood Helpdesk and enabled omnichannel routing. Routing is based on the selected category and it's working fine as the requests are getting assigned to correct queues, but the issue is,

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