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Lea Møller Baun

Beigetreten 15. Feb. 2023

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Letzte Aktivität 19. Juli 2023

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Lea Møller Baun hat einen Kommentar hinterlassen

KommentarSetting up Zendesk Chat

Is there anyway to set a condition that makes it only fire if the agent has assigned themself/taken the ticket? I see the "Visitor served" condition, but as I understand it has to be both taken and responded by the agent. 

Kommentar anzeigen · Gepostet 19. Juli 2023 · Lea Møller Baun

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KommentarExplore recipes

How would the command look? It doesnt work if i try to work it into the bolean expression.

IF (([Call direction]="Inbound")
AND (VALUE(Call wait time (sec)) <= 10))
AND (Call duration - Call IVR time = call not including IVR)
THEN [Call ID]
ENDIF

Kommentar anzeigen · Gepostet 06. Juli 2023 · Lea Møller Baun

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KommentarExplore recipes

Hey there. 
Can anybody tell me if this is including or excluding the time the customer spends in the IVR menu?

If it is including the IVR menu, is there anyways to make this so it only shows how long the customer is waiting for the agent to pick up the phone? 

Kommentar anzeigen · Gepostet 05. Juli 2023 · Lea Møller Baun

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KommentarPerforming calculations

Hello Walter, yes, I used the formulas that you send to make 2 standard calculated attributes. What do you use as metrics? Because I tried to make one with solved tickets, with just tickets etc, but it doesnt seem to be working for me for some odd reason. 

Kommentar anzeigen · Gepostet 25. Mai 2023 · Lea Møller Baun

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KommentarPerforming calculations

Thanks Walter,
We are getting there!
It shows something, but not quite the data. It shows 15.000 tickets, which is not the right data. :/  Do you have any other ideas? 

Kommentar anzeigen · Gepostet 25. Mai 2023 · Lea Møller Baun

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KommentarPerforming calculations

I'm trying to make an attribute that sees the following. 
Tickets solved and tickets created withtin the last 3 hours.  Any idea on how to make that work? My metrics are tickets solved and tickets created, but what would you put to make the attribute just look at the last 3 hours? 

Kommentar anzeigen · Gepostet 24. Mai 2023 · Lea Møller Baun

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Lea Møller Baun hat einen Post erstellt

Post Feedback - Voice (Talk)

I am setting up an IVR system for our clients - but they want the Opt-out possibility and call back. This is not available to set up in the IVR system, so we have had to make a workaround from their current phone company where they use the IVR from their system and then it transfers the call to the three different departments. 

So they have to buy three numbers for it to work - will you at some point make it possible to add these options to the IVR? 

Gepostet 21. Feb. 2023 · Lea Møller Baun

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KommentarManaging Talk

I am setting up an IVR system for our clients - but they want the Opt-out possibility and call back. This is not available to set up in the IVR system, so we have had to make a workaround from their current phone company where they use the IVR from their system and then it transfers the call to the three different departments. 

So they have to buy three numbers for it to work - will you at some point make it possible to add these options to the IVR? 

Kommentar anzeigen · Gepostet 15. Feb. 2023 · Lea Møller Baun

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