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Styles

Beigetreten 16. Apr. 2021

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Letzte Aktivität 17. Okt. 2023

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KommentarTicket management

Is there any way to see a history of where they have been or what the bot has told them?

We seems to be sending duplicate information that people had already found it on our guide or via the bot. Can you add a history to the ticket so we can see the previous interactions?

If we knew what they had already looked at we could skip an interaction or 2 with the customer, speeding up the resolution greatly.

Kommentar anzeigen · Gepostet 17. Okt. 2023 · Styles

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Community-Kommentar Feedback - Voice (Talk)

We think we have found a work around on this. Hope it helps others...

We have 3 support agents and one agent we want to answer the phone 1st as he is best/most relevant person to speak to on the phone. Lets call him agent 1. 

If we make 2 zen work groups, we will call them "1st line support" and "2nd Line support".

We want agent one in the "1st line group only." Put the other agents in 1st and 2nd line groups. 

With these settings the agent in the 1st line seems to get the calls 1st if we have set 1st line as the default for telephones (under the phone numbers page if i remember correctly). If he is not available it then goes to 2nd line agents.

Hope this helps! Looking forward to feedback. :)

Kommentar anzeigen · Gepostet 25. Jan. 2018 · Styles

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Community-Kommentar Feedback - Voice (Talk)

This is imperative if we are going to use this feature in zendesk. With a small team round-robin does not work.

Kommentar anzeigen · Gepostet 26. Juni 2017 · Styles

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