Fabrice Dowling
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Fabrice Dowling hat einen Post erstellt
Type a message field not visible on mobile browser
We're about to launch Messaging and the new widget, however after testing for a number of weeks where everything seemed to be fine, we've noticed that in the past week when we open the messaging wi...
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Fabrice Dowling hat einen Kommentar hinterlassen
Thanks @... I've updated the post now. I was thinking, would the upcoming new feature to be released, Group SLA's, solve this request, given that we'll be able to assign specific SLA's to groups ra...
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Fabrice Dowling hat einen Post erstellt
Is there a way to find out average Next Reply Time?
Post Title: Calculate Next Reply Time as a value Feature Request Summary: I would like to have Next Reply Time as a metric, in the same way as First Reply Time. Description/Use Cases: We have...
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Fabrice Dowling hat einen Kommentar hinterlassen
Adding my support to this. In our organisation, we receive quite a lot of follow ups a month or so after the initial contact, which we actually want, however I've no idea on how to validate this us...
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Fabrice Dowling hat einen Kommentar hinterlassen
I'm voting for this also. Would be hugely beneficial to know the % engagement rate of certain triggers that we fire. At the moment, as has been mentioned above, I can see how many chats were starte...
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Fabrice Dowling hat einen Kommentar hinterlassen
Ok great, thanks for the update Dane I'll reach out to our AE and see if they can help.
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Fabrice Dowling hat einen Kommentar hinterlassen
Dane I've this issue also. I've created my Sandbox environment to test Agent Workspace, which I've enabled, but Side Conversations isn't available to enable? I'm on Enterprise Suite and Side Conver...
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Fabrice Dowling hat einen Kommentar hinterlassen
Thanks for the suggestion Hillary. I see what you're suggesting however, as you mentioned, it doesn't exactly cover what I'm looking for. Surely there must be a way to measure response times once ...
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Fabrice Dowling hat einen Post erstellt
Reply Time metrics after assigning to different group
BeantwortetI'm looking for a way to measure the response time after a ticket is assigned to a different group. Currently a ticket arrives and is assigned to Group 1 with default SLA policy applied. First Rep...