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Nico V
Beigetreten 16. Okt. 2021
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Letzte Aktivität 13. Jan. 2025
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Hi,
not sure if this is the appropriate area but cannot find reference.
The agent status can be online, away, offline (for chats and for calls).
Is there a way to change the status from “online” to “offline”, etc. time-based? i.e. officer A is online from 09:00 to 13:00, the system automatically turns him “online” at 09:00 and o"offline" at 13:00?
Most likely someone has already replied and the answer yes, just, I cannot find how to do it.
Thank you!
Nico
Kommentar anzeigen · Gepostet 13. Jan. 2025 · Nico V
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Hi,
I have a doubt. Do internal messages and the side conversations affect the one-touch ticket resolution metrics?
Example: if a ticket has 1 internal note and 1 message to the customer, does it count as one-touch ticket?
Thank you for the clarification!
Kommentar anzeigen · Gepostet 12. Okt. 2023 · Nico V
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Hei,
I have a chatbot for my website.
I made:
- answer A for first arrival on home page
tree branches 1, 2, 3,
- answer B for general use
tree branches 1, 3, 4, 6
- answer C when the customer visit cancellation policy
tree branches 6
It would be useful to use same "branch" for branch 1 in Answer A and B
It would be useful to allow branch transfers from B to C in case of cancellation.
Having same text on multiple answers allow for errors like having outdated information on one area but not the other.
What solution do you recommend?
Kommentar anzeigen · Gepostet 20. Juli 2023 · Nico V
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Please, consider enabling the possibility to permanently diseable the translation feature instead of forcing users to do it everytime by clicking it, it is just 1 click, but still it is a waste of time.
Kommentar anzeigen · Gepostet 20. Apr. 2023 · Nico V
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Hi Dane,
The option is interesting but not suitable because Team B and Team A are totally different division.
Team B is not able to answer Team A questions.
Sorry I did not make this clear at first time.
Kommentar anzeigen · Gepostet 03. Apr. 2023 · Nico V
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Hi!
To my understanding, the option Dane suggested, requires two different phone number.
Whereas, I would like to set from the same phone number, the IVR to teams with different work hours.
1> team A
2> team B
team A works on work hours. When it is closed, the customer received the callback option.
team B works 24/7.
Is it possible or I must use 2 different phone numbers?
Thank you!
Kommentar anzeigen · Gepostet 10. März 2023 · Nico V
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Hei,
Not clear to me.
Is there a way to see a set of archieved tickets without going through "research"? I do not mean in views, just, how to open the archieve, especially tickets with a certain tag?
Thank you!
Cheers,
Nico
Kommentar anzeigen · Gepostet 25. Aug. 2022 · Nico V
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Hei Gab Guinto,
you made my day!
I was almost there, but could not think of that. Thank you so much :D
Cheers,
Nico
Kommentar anzeigen · Bearbeitet 12. Mai 2022 · Nico V
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Thank you Suzanne Reed for being smart :)
Indeed, that's the case.
Seems Explore has many features and sometimes it is just a matter of understanding where to find for them!
Kommentar anzeigen · Gepostet 05. Mai 2022 · Nico V
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Hei there!
I wish to combine a few channel types to reduce a chart view to three options:
- email
- voice
- FB + IG + messaging + WA
Then, I would visulise a graph to show 3 lines for 6 weeks time (1 line for the grey-background elements aggregated, 1 line for email, 1 line for voice).
I can create the groups and sets but I fail to use them.
Can you suggest a solution?
Thank you for your time!
Cheers,
Nico
Kommentar anzeigen · Gepostet 03. Mai 2022 · Nico V
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