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Liam Kelly

Beigetreten 15. Apr. 2021

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Letzte Aktivität 07. Okt. 2024

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KommentarSetting up Talk

We have run into an issue where enabling callbacks on our lines causes a substantial increase in abandoned calls. 
Apparently customers are hearing the message and hitting 2 during the message and hanging up (they don't know they have to wait for a confirmation), these calls are then considered abandoned and no callback request is created. 

Is that how it is supposed to work? Human nature pretty much dictates they will press 2 immediately instead of waiting for the music to start. 

 

 

 

Kommentar anzeigen · Gepostet 21. Mai 2024 · Liam Kelly

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KommentarTeam members and groups

With idle timeout disabled, how long does it take for an agent who loses connection to be set to offline? 

Kommentar anzeigen · Gepostet 18. Apr. 2024 · Liam Kelly

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KommentarBuilding reports

Will there be metrics regarding proactive messaging? We would like to see how this is working for us.

Kommentar anzeigen · Gepostet 09. Feb. 2024 · Liam Kelly

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KommentarWeb Widget documentation

How do we change the orientation of articles in the widget?  It is odd that they display horizontally in such a narrow window. 

Kommentar anzeigen · Gepostet 14. Dez. 2023 · Liam Kelly

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KommentarUsing legacy AI agent functionality

How do I see the flow builder? My screen looks very different from what I see here. Is there something I am missing?

Kommentar anzeigen · Bearbeitet 26. Okt. 2023 · Liam Kelly

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KommentarSetting up Agent Workspace

How do we handle the fact there is only one chat widget and we have multiple brands? It seems that agent workspace doesn't play well with branding or differentiating between brand groups. 

 

Kommentar anzeigen · Gepostet 26. Okt. 2023 · Liam Kelly

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Community-Kommentar Feedback - Ticketing system (Support)

How useful is the bot?

 

Let's see, after creating the request for a major broken feature. It's been 2 hours and I have no response nor even a ticket open in my account. 

 

Apparently I no longer have ANY way to contact support. Zendesk Fix this. 

Kommentar anzeigen · Gepostet 23. Okt. 2023 · Liam Kelly

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Community-Kommentar Feedback - Ticketing system (Support)

Zendesk is really aggressive about closing tickets, apparently so they don't have to work on them. It's really annoying to have a long weekend and have your tickets closed without warning. 

Kommentar anzeigen · Gepostet 11. Sept. 2023 · Liam Kelly

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KommentarRouting

Where do we enable this? I am trying to test it yet I can see no reference to Omnichannel routing anywhere in our instance. 

Kommentar anzeigen · Gepostet 24. Apr. 2023 · Liam Kelly

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KommentarHow to manage the help center

No. This is not alright. Why did this just start happening? We have not requested any captcha be added to OUR site.  We do not use a proxy. 

This will upset our customers, Slowing them down from getting their answer is the exact opposite reason for why we use Zendesk. 
 

Kommentar anzeigen · Bearbeitet 11. Aug. 2022 · Liam Kelly

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