Sean Chuang

Offizieller Kommentar

1. Community
2. Feedback - Voice (Talk)
3. Ringing tone

Hello, Thank you for your question.  -In 2023, we are currently prioritising resources to allow for a team lead to change the incoming ringtone (for all agents using a line) -In 2024 we will be ove...

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• Sean Chuang
• Erstellt 27. September 2023 08:52
• 0 Stimmen

Offizieller Kommentar

1. Community
2. Feedback - Voice (Talk)
3. Update the Talk Dashboard to account for all call outcomes

Hello, Thank you for your question. The issue are you raising is an important one. There is a key initiative underway to improve reporting across the board in Explore, from speed to breadth of repo...

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• Sean Chuang
• Erstellt 27. September 2023 08:43
• 0 Stimmen

1. Community
2. Feedback - Chat and Messaging (Chat)
3. Focus mode for active Messaging and Talk users

Hello, I want to give the community an update from Talk's perspective. At this time, focus mode is avail on native Talk + Chat routing. For our customers on Omnichannel Routing, focus mode is not c...

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• Sean Chuang
• Erstellt 20. September 2023 09:19
• 0 Stimmen

Offizieller Kommentar

1. Community
2. Feedback - Voice (Talk)
3. Tracking agent logged in time

Hello, Thank you for your comment, per Shawna's comment above, if your question is about historical agent reporting, that thread is the right place to get the latest info. It is a high-priority ite...

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• Sean Chuang
• Erstellt 20. September 2023 08:56
• 0 Stimmen

Offizieller Kommentar

1. Community
2. Feedback - Voice (Talk)
3. Voicemail treatment and reporting

Hello Thank you for the feedback. We will provide your feedback to the Omnichannel Routing team so they can put it in their backlog. Thanks,Sean  

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• Sean Chuang
• Erstellt 13. September 2023 08:17
• 0 Stimmen

Offizieller Kommentar

1. Community
2. Feedback - Voice (Talk)
3. Allow call transfers or add a third party with a light agent never connected in Zendesk

Hello, Thank you for your question. We will assess this holistically and revert back.  Sean

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• Sean Chuang
• Erstellt 30. August 2023 08:47
• 0 Stimmen

Offizieller Kommentar

1. Community
2. Feedback - Voice (Talk)
3. Customize or remove text back confirmation greeting

Thank you for your question. We will put this on our backlog for consideration. Sean

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• Sean Chuang
• Erstellt 30. August 2023 08:41
• 0 Stimmen

1. Community
2. Feedback - Voice (Talk)
3. Talk status changes to offline between tabs

Brian Larson, thank you for your question. The agent status should be consistent until it is changed. Let us forward your question to the Unified Agent Status team. I assume you are using omnichann...

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• Sean Chuang
• Erstellt 30. August 2023 08:36
• 0 Stimmen

1. Community
2. Feedback - Voice (Talk)
3. IVR Welcome Message repeat option

Kenny Rohan Update: as a possible workaround, if you record your own custom greeting message ( specifically the hold music - wait greeting), you can record your own 'wait greeting' music and add in...

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• Sean Chuang
• Erstellt 30. August 2023 08:27
• 0 Stimmen

Offizieller Kommentar

1. Community
2. Feedback - Voice (Talk)
3. ZD Talk to Create a Ticket in ZD even when call fails

Hello, Thank you for the question. We may need more clarity on what you mean by a 'fail call'? But here is some info for you. 1. If you are looking for tickets to be created before an agent is conn...

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• Sean Chuang
• Erstellt 16. August 2023 08:44
• 0 Stimmen