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Abby
Beigetreten 07. Apr. 2022
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Letzte Aktivität 19. Dez. 2023
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While our team generally likes the auto-accept feature, we find ourselves greatly missing the ability to reassign a chat after a certain period of time if the assigned agent isn't engaging. Already we've had issues come up where an agent forgets to click "invisible" when taking a quick break, they get assigned a chat, and that customer is left waiting for an extended period of time. Losing the ability to reassign a chat after a certain period of time makes this feature much less appealing for our team.
Kommentar anzeigen · Gepostet 13. Dez. 2023 · Abby
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This is incredibly poor behavior. Customers are adding their email address to chat after they've sent their first message, and then we have to re-ask the customer to give us their email if we need it to troubleshoot? Customers are asking why we have to ask them for this again if they've already given it to us. It doesn't make any sense.
Kommentar anzeigen · Gepostet 13. Juli 2023 · Abby
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My team has experienced a lot of pain around the tabs moving back and forth depending on which includes the most recent message. We chat, and prior to Agent Workspace, my team really utilized muscle memory to navigate tabs. Now that these move position, they can no longer use that muscle memory. My team is reporting that they keep mixing up who to respond to, causing significant slow down. Is there any way to prevent tabs from moving positions?
Kommentar anzeigen · Gepostet 13. Juli 2023 · Abby
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I'm trying to build a report that surfaces new tickets worked by my team. I can report on public comment updates (tickets worked, metric #1) and I have a custom metric that reports on tickets that have gone from unassigned to assigned (new tickets, metric #2). How do I write a single metric to give me ticket IDs where both of these updates are true?
Gepostet 03. Juli 2023 · Abby
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I'm curious about the improvement to missed chat reliability-- what may have previously been inaccurate that's been improved? Can I have more context to this release?
Kommentar anzeigen · Gepostet 19. Sept. 2022 · Abby
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