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Nico V

Beigetreten 16. Okt. 2021

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Letzte Aktivität 13. Jan. 2025

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KommentarRouting

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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KommentarBuilding reports

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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KommentarUsing legacy AI agent functionality

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Having same text on multiple answers allow for errors like having outdated information on one area but not the other.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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KommentarTicket customization

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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KommentarManaging Talk

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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KommentarManaging Talk

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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KommentarTicket management

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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KommentarPerforming calculations

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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Community-Kommentar Q&A - Reporting and analytics

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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KommentarPerforming calculations

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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