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Chaimiao Wu

Beigetreten 24. Nov. 2021

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Letzte Aktivität 29. Nov. 2023

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Post Q&A - Tickets and email

Hi there,

Recently we received reports from agents that a ticket didn't show up in corresponding queue when created, until 4 days later, agents can see it in the queue.

This is our first time have this issue and it is so weird. Is there any recent outage or any other bug resulting in this case? We didn't change anything of the view and group settings.

Gepostet 29. Nov. 2023 · Chaimiao Wu

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Community-Kommentar Feedback - Voice (Talk)

4 years passed and still no any update?

Kommentar anzeigen · Gepostet 31. Okt. 2023 · Chaimiao Wu

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Post Feedback - Ticketing system (Support)

Hi, we need Zendesk to support stopping SLA countdown on holidays. Some tickets will be breached when there is no one to on duty on holidays, and this affects our performance metric. Is it on your roadmap?

Gepostet 09. Aug. 2023 · Chaimiao Wu

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Chaimiao Wu hat einen Post erstellt

Post Feedback - Ticketing system (Support)

When can this become a condition when creating a trigger? We really need this function

Gepostet 20. Juli 2023 · Chaimiao Wu

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Post Feedback - Chat and Messaging (Chat)

We recently get a bad rating post on poor Answer Bot quality. Customer blame us for wrong translation and irrelevant searching result. You definitely need to improve your Answer Bot.

Here is Customer's complain:

"

Here's a transcript of today's conversation with the bot.

-- Nachrichten werden automatisch aus der ursprünglichen Sprache übersetzt --
 
Answer Bot sagt:Vielen Dank, dass Sie Foxit erreicht haben.
Answer Bot sagt:Ich bin der automatisierte Chat-Bot von Foxit. Wie kann ich dir heute helfen?
 
The bot should either use "Sie" (formal) or "dir" (informal). Mixing the two forms gives a very bad first impression.
 
Web User 49cb37c451382f8db2d0aaa1 sagt:Where can I report a typo?
 
Answer Bot sagt:Hier sind einige Beiträge, die vielleicht hilfreich sind:
 
Where can I get the price details for Foxit products?
Please visit the online store to find the price detail.
How do I disable the Spell Checker?
To disable the Spell Checker, please do the following steps: Open Foxit Reader. Choose FILE > Preferences > Spelling. Uncheck…
What's the price for Foxit PDF SDK?
Please help to fill in an online survey form of Foxit PDF SDK following link, so that we could give you a valid quotation.
 
None of the articles was helpful in my case. The bot didn't say how I should continue in that case, so I tried a simple "no".
 
Web User 49cb37c451382f8db2d0aaa1 sagt:no, where can I report a typo?
Answer Bot sagt:Hier sind einige Beiträge, die vielleicht hilfreich sind:
 
Where can I get the price details for Foxit products?
Please visit the online store to find the price detail.
How do I disable the Spell Checker?
To disable the Spell Checker, please do the following steps: Open Foxit Reader. Choose FILE > Preferences > Spelling. Uncheck…
Where to sign up for the Foxit Newsletter?
Go to www.foxit.com, scroll down to the bottom of the home page. Type in your e-mail address and choose a language in the…
 
Same articles as before. If they had helped me, I wouldn't have asked again.
 
Web User 49cb37c451382f8db2d0aaa1 sagt:no
Answer Bot sagt:Vielen Dank, dass Sie Foxit erreicht haben.
Answer Bot sagt:Ich bin der automatisierte Chat-Bot von Foxit. Wie kann ich dir heute helfen?
 
Did I just reset the chat session by simply saying "no"? That's not helpful either.
 
Web User 49cb37c451382f8db2d0aaa1 sagt:Drecksding, du verstehst ja gar nix.
Answer Bot sagt:Das habe ich nicht verstanden. Versuchen Sie, Ihre Frage neu zu formulieren, oder versuchen Sie es mit einer dieser Antworten.
 
It's actually good that the bot doesn't know about German swear words.
 
Web User 49cb37c451382f8db2d0aaa1 sagt:In den Einstellung ist ein Tippfehler in der deutschen Übersetzung: "sichbar" muss "sichtbar" heißen.

Answer Bot sagt:Das habe ich nicht verstanden. Versuchen Sie, Ihre Frage neu zu formulieren, oder versuchen Sie es mit einer dieser Antworten.

I get the impression that the bot doesn't understand anything at all. Furthermore, the bot mentions "one of these answers" but then doesn't list any answers, so I had to ask again.

Web User 49cb37c451382f8db2d0aaa1 sagt:"einer dieser Antworten"?
Answer Bot sagt:Das habe ich nicht verstanden. Versuchen Sie, Ihre Frage neu zu formulieren, oder versuchen Sie es mit einer dieser Antworten.
Web User 49cb37c451382f8db2d0aaa1 sagt:vergiss es, Dummbratze
 
It seems that "vergiss es" or the other German swear word resets the chat session as well.
 
Answer Bot sagt:Vielen Dank, dass Sie Foxit erreicht haben.
Answer Bot sagt:Ich bin der automatisierte Chat-Bot von Foxit. Wie kann ich dir heute helfen?
 
You cannot, it seems."
 
(After I explained to him that you based your Answer Bot translation on Google translation and you promised sometime next year you will have a capability to customized wording.)
 
"Does your answer mean that despite its awful quality, the bot still serves a purpose that is worth enough to keep it? From what I tried, the bot is a complete waste of time, no matter whether in English or in German. Or did I just use the wrong keywords?"

 
I'm very upset to get this feedback and disappointed at your product. I've tried every method on you help center but Answer Bot is still kind of joke. Why are your new useful features so hard to develop???

Gepostet 16. Feb. 2023 · Chaimiao Wu

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Community-Kommentar Feedback - Voice (Talk)

+1

Hi Team, 

Could you please view this post and give all of us your reply?

Kommentar anzeigen · Gepostet 15. Nov. 2022 · Chaimiao Wu

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KommentarCall routing, greetings, IVR, and recordings

Finally, calls do not get routed to all agents at the exact same time but will follow the routing rules outlined above. This is the case for all routing options including the IVR. Routing options can be segmented by routing incoming calls to groups of agents as well as routing incoming calls with IVR.

>> Do you have plan to improve this? We really need to make all agents informed when an inbound call comes. Else, our customers have to wait for a long time in the queue.

Kommentar anzeigen · Gepostet 10. Nov. 2022 · Chaimiao Wu

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KommentarCall routing, greetings, IVR, and recordings

Hi Team, Do you have plan to improve your product? We really need to make all agents informed when an inbound call comes. Else, our customers have to wait for a long time in the queue.

Kommentar anzeigen · Gepostet 10. Nov. 2022 · Chaimiao Wu

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KommentarHow to report on Talk and Text

Is this on the roadmap? This is a must-have for our team.  How can we monitor the trend of our team availability without reporting? 
>>+1, we need this in Explore

Kommentar anzeigen · Gepostet 21. Okt. 2022 · Chaimiao Wu

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Community-Kommentar Feedback - Community Forums (Gather)

+1

This is important to us. Please fix ASAP.

Kommentar anzeigen · Gepostet 21. Okt. 2022 · Chaimiao Wu

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