Hannes Edström

When agents are on temporary leave (like maternity) the standard is to downgrade them to endusers to make room for the substitute. I did that with one of my agent last year and later on when they returned I realized that all the personal stats on the person from before his leave was gone, like solved tickets, calls, satisfaction etc. I believe you call it CSAT stats.

 

This becomes a problem for me when evaluating their work etc. I talked to your support and the workaround is to download the personal stats and the save them and upload them again, something with API that is beyond me (i hope some IT ppl on my end can help me).

 

It would be great if you could implement a standardized way to do this, as it occurs a lot (I have now three agents that are away for 1-2 years and then will return).

 

Thanks,

Hannes

Hi!

I have some queries that show data from this year and compare it with data from last year, it easily ads up to larger quantities of data. Unfortunately Explore is super slow when handling this, and it gets very tiresome to use the dashboard and even more so when I'm trying to develop it.

Your support confirmed that this is indeed the case, that larger quantities of data will be very slow to work with. Can you please prioritize to make Explore work more efficient with this?

 

Finally, is there anyone else with this problem, and have you find any workarounds that makes it easier?

+1 Here as well.

When i checked our % of completed calls, almost half of the abandoned calls are during IVR. Just not acceptable.