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Ryen Manes

Beigetreten 13. Okt. 2022

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Letzte Aktivität 25. Feb. 2025

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KommentarScheduling your workforce (WFM add-on)

Hello, 

 

Can I submit a feature request for this EAP here? My team would also like to see forecast, actual (inbound volume), and solved volume on this page? Solved should be any ticket that was solved today, it doesn't have to be created and solved today. 

Kommentar anzeigen · Gepostet 25. Feb. 2025 · Ryen Manes

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KommentarMetrics, attributes, and filters

If the ticket is idle for 10 minutes and no messages are sent so the agents capacity is released, is the 10 min of idle time included in the handle time?

Or is the 10 min of idle time subtracted from their handle time?

Kommentar anzeigen · Bearbeitet 14. Nov. 2023 · Ryen Manes

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Community-Kommentar Feedback - Ticketing system (Support)

My teams would also benefit from this. It would alleviate the need for so many nested views just to get a count of the different teams' open tickets. Instead, we would just have one open ticket view grouped by teams. Then we use the headers for ticket count. 

Kommentar anzeigen · Gepostet 19. Okt. 2023 · Ryen Manes

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KommentarBuilding reports

Is IVR time included in call duration?

Kommentar anzeigen · Gepostet 13. Okt. 2022 · Ryen Manes

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