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Stephen White

Beigetreten 08. Nov. 2022

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Letzte Aktivität 18. Dez. 2024

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KommentarUsing legacy AI agent functionality

Looking for some assistance here please. I'm looking to use this feature to validate customer information by comparing two variables.

 

Email = provided by the customer through ‘ask for details’

customeremail = retrieved through a prior API call and stored as a variable 

 

Is this possible? Or perhaps there's a different way to compare info collected with known information stored from API responses?

Kommentar anzeigen · Gepostet 17. Juli 2024 · Stephen White

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Community-Kommentar Feedback - Help Center (Guide)

Do we have an update on this Katarzyna Karpinska? It's a fairly basic feature in any CMS.

Thanks

Kommentar anzeigen · Gepostet 06. März 2024 · Stephen White

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Community-Kommentar Feedback - Voice (Talk)

Any update on this one? It seems to have plenty of support. It's standard for any call center to warm transfer calls to colleagues. 

Kommentar anzeigen · Gepostet 14. Feb. 2023 · Stephen White

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KommentarMeasuring success

After a customer self-serves via messaging, selecting 'yes my problem is resolved' and getting the "Great, knowledge is power. You can ask me another question at any time." is there a way to present CSAT? 

 

Kommentar anzeigen · Gepostet 08. Feb. 2023 · Stephen White

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KommentarWorkflow best practices and recipes

If I have 2 groups, 1st being the default customer service group and the second being a specific skill:

1. CS

2. Skill 1

Does the default group work in such a way that the priority of new messages would be assigned to agents with group 2 as default over agents with group 1 as default? 

I'm trying to route all messages to group 2 with the above recipe but overflow when agents are at capacity. 

Thanks in advance.

Kommentar anzeigen · Gepostet 07. Feb. 2023 · Stephen White

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Community-Kommentar Feedback - Voice (Talk)

Hello, I see this was on the short-term roadmap in May this year. What is the status, please?

Kommentar anzeigen · Gepostet 29. Dez. 2022 · Stephen White

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Community-Kommentar Feedback - Voice (Talk)

Hi, did this one progress at all?

Kommentar anzeigen · Gepostet 13. Dez. 2022 · Stephen White

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KommentarReporting for Talk

I'm also looking for an answer to Gerald's question:

When looking at our reports, we are seeing a lot of calls in the "Not Recorded" time bracket. With a heavy focus on abandoned calls, we are trying to get a clear understanding of this customer's experience. If a call is Abandoned in Queue, but "Not Recorded" does that mean that the customer is disconnecting prior to entering our queue? If so, what is the difference between the "Not Recoded" section and the "Zero" part of the 0-5sec bracket? 

 

Kommentar anzeigen · Gepostet 13. Dez. 2022 · Stephen White

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Community-Kommentar Feedback - Chat and Messaging (Chat)

Just to clarify, if an agent doesn't click 'log out' and instead closes the browser and shuts down their PC they still show as online. I also assume this continues to consume agent seats??

When the browser is then opened you have to login but the session time remains active, I have users online for nearly 300 days when they login every day to Zendesk. Sounds like a bug to me not a required feature. 

At the very least I need to force log them out.

Kommentar anzeigen · Gepostet 24. Nov. 2022 · Stephen White

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Community-Kommentar Feedback - Reporting and analytics (Explore)

Karen Hynes any further update on this one?

Thanks

Kommentar anzeigen · Gepostet 08. Nov. 2022 · Stephen White

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