Joshua J.

Feature Request Summary: 

I would like very much to report on the outbound voice first response time.

Description/Use Cases: 

Scenario: user calls in, and requests a voicemail/callback. I would like to measure the that it takes an agent to respond to the user via the voice channel. So, the timestamp of the first outbound leg - the timestamp of ticket creation. This will allow us to ensure that we are getting back to calls in a timely manner. 

In the current data set for voice, it does not have "Duration between events - first reply" and the data set for tickets does not have the capability to specify outbound channels.

Business impact of limitation or missing feature:

This is a critical feature for our business for measuring the success of agents and ensuring speedy service. 

Hi there! I was hoping for some information regarding importing via .csv, specifically. 

I create my list in Excel and format everything as it should be (I am only importing names, organization, email, and phone). I save my spreadsheet using the required UTF-8 character encoding.

Before importing the .csv file in the Admin portal, I open the file to verify the contents I am going to import. When I open this, the "phone" column is missing the required internationally standardized E.164 format (+). This is preventing any phone numbers from being imported; potentially causing duplicates in Support. 

Here is my question: how can I keep the required international standardized formatting while also saving it as the required UTF-8 character encoding?