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Harriet Klymchuk
Joined Apr 15, 2021
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Last activity Feb 02, 2022
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Latest activity by Harriet Klymchuk
Harriet Klymchuk commented,
Hi Amy,
Thanks for the update, it's good to get the context as to why this isn't being taken forward just yet and I appreciate you taking the time to acknowledge the feedback on here :)
Just a note though for your consideration: "Once that work is completed, it will make more sense for us to look into enabling Admins to adjust statuses." - it's really important for us that this is a permission level that can be given to other roles. We're a 24/7 operation, but we don't have Admins 24/7, and it's not appropriate for us to give the 20+ duty managers Admin access for a single feature.
Hope that makes sense. We'll look forward to when you can review this one and I'd be happy to feedback or be a part of any EAP for the access if available in the future :)
Thanks!
View comment · Posted Jul 22, 2021 · Harriet Klymchuk
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Harriet Klymchuk commented,
+1; I can see this is marked as Planned which is great news, but do we have an idea of timeline for this feature? Tracking agent seats and licence usage is far more fiddly than it should be, and Explore doesn't have sufficient reporting capability to make up the difference.
While this information is available via add-ons or pulling via the API, the UI in Admin > People > Agents could be better to help with this. At the moment, to track agent usage, we're pulling results from the API at intervals but this isn't sustainable for a centre of our size (250+ licences, 300 agents including light agents).
- Jump to page: currently to get to the most recent agents, you have to click through 20+ pages (when you’re over 300 agents). Should be an option to “go to page”.
- Suspended user filter: Finding suspended users to recover licences means going through 20+ pages and looking out for the note by them; there should be a drop-down option to filter by suspended agents.
- Chat users filter: There’s a dropdown option to search for Talk users; please can we get this for Chat now that “Chat only” users take seats? For context, we don’t expect to have Light Agents with Chat access, but sometimes this happens by accident, and it becomes difficult to find where the seat is being used.
View comment · Posted Apr 21, 2021 · Harriet Klymchuk
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Harriet Klymchuk created a post,
I love the schedule feature in Guide, but it'd be great to get some enhancements to this.
At the moment it's only possible (as far as I'm aware) to have one publish and one unpublish date for an article. We have promoted articles that are seasonal, so every last day of the month, every first day of the month, every Monday, every Saturday, etc.
It'd be great for scheduling to have the following:
- Regular publish/unpublish times on a rolling basis, e.g. publish every Monday at 8am, and unpublish every Tuesday at 1am, or the last day of each month (a lot of our customer traffic aligns with pay days and we have monthly promotions)
- Holiday/Seasonal scheduling, e.g. an article with adjusted opening hours that is published and promoted at holidays on the Help Centre
- Schedule the status of the article, e.g. Schedule for an article to be promoted and de-promoted
This is particularly useful for teams that don't have dedicated content management teams, as it removes manual article management and schedules can be set further in advance. We also then don't spend resource time on basic management for standard articles that have a rolling schedule.
Posted Apr 20, 2021 · Harriet Klymchuk
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Harriet Klymchuk commented,
Hey Mateusz - not sure if you got a solution to this one but if you did it'd be great to know what it was!
We're currently using a combination of tags/automations to identify tickets that were missed after being transferred, but it doesn't feel like the most effective solution. We also lose a lot of metrics for transfers, such as not knowing how long a customer has been queuing when being transferred to another department.
Is there any plans to have metrics on chat that look at wait times between departments, and missed engagements?
View comment · Posted Mar 31, 2021 · Harriet Klymchuk
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Harriet Klymchuk commented,
Hey @... sorry for any confusion! By preview I meant, previewing the theme in Guide (where you edit the templates) rather than looking at it on live.
I've just checked one of our banners that's persistent at the moment and changed the settings to see how it looked and can confirm if you set the article to only be visible to Agents and admins (or other segment) then it won't show for all users or in any searches for end-users, but the banner stays visible. Personally, I don't think there's any harm in the article of the banner being searchable or visible - if it's published as a banner then it's intended for users to view, plus anyone who comes across the article may want to comment or vote on it (if you have those enabled).
With your templates option, I think that could work but changing the theme in order to change the banner content seems a bit more difficult to me than just editing the publication status or content in an article itself. I'm not sure if it'd be any faster either but worth testing on what works for you! For us, it's great having the article option, as agents with access can edit the banners as needed without needing an Admin or Guide Manager to edit the theme.
View comment · Posted Dec 17, 2020 · Harriet Klymchuk
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Harriet Klymchuk commented,
Hey Kyle, I'll try and help from my experience with this piece :)
- Yes, the article needs to be published in order for it to appear to whichever users have permission to view the article. However it should show in the preview for you, regardless of whether it is published (at least it does for me :) )
- I'm not 100% on the second point I've only tested this in preview, but if it's published, the banner shows for all users, but the article that the banner is populated from only shows for the user segment it is aimed at. (e.g. I have an article set to be for Agents and admins, it doesn't come up in searches or in the section, but the banner is visible).
- I sometimes see a delay in promoted articles and other Guide changes going live in general, so I think sometimes the theme needs time to update. Normally I use an incognito window on Chrome to check any public facing changes.
Hope that helps!
View comment · Posted Dec 17, 2020 · Harriet Klymchuk
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Harriet Klymchuk commented,
@... Your summary of "I'm not a coder - I just know enough to be dangerous" is very much applicable to me as well (I love that description though and I'll be using that myself more often :D), so I'm not able to answer your question unfortunately! My js has dollar signs in though, so it the directions in the GitHub from Wes should work for you.
If it helps, I put the CSS and script at the very bottom of both respective files, after everything else (rows 331-344 below). If I recall, I think the issues I had the first time around were trying to fit this in before the widget customisation, as I thought it would have to be higher up the script to be in order, but it can just go at the end no problem :)
View comment · Posted Dec 01, 2020 · Harriet Klymchuk
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Harriet Klymchuk commented,
Hey Joshua,
It should work in a sandbox. When you preview the changes as an Admin, does your banner show regardless of the publication state of the alert banner article? For example, this is the preview on one of ours - neither of the articles are published to be visible to end-users, but both banners (we have two articles set as templates for banners) are visible in the preview.
If it's not showing on Admin preview, that suggests something's not quite working for you in the html, js or css (for me it was something like a missing comma or bracket in script.js). If it is showing in Admin preview, then check your visibility permissions and published state of your article with the alert label :)
Hope that helps!
View comment · Posted Dec 01, 2020 · Harriet Klymchuk
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Harriet Klymchuk commented,
A time field would be really helpful for us, as we have teams that are attempting to call customers at a time they have requested, so it really helps to have a field that can be used in the View to be able to identify the tickets by time so an agent has the stack of tickets for 12pm-1pm (for example).
As a workaround, in case anyone on this thread finds this helpful, we have set up a Regex field to provide something similar that is:
(\d{2})-(\d{2})-(\d{2}) (\d{2}):(\d{2})
So agents put the callback date and time in as DD-MM-YY HH:MM and this field can be used to sort the view by the date and time. Would definitely still like to see fields that give this option though for triggers and automations as noted by Dan :)
View comment · Posted Apr 08, 2020 · Harriet Klymchuk
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Harriet Klymchuk commented,
Hey guys,
Adding a +1 to this thread too; the end chat button isn't very clear to users. Add that to the fact that agents cannot force a session to end for a customer and it's causing us problems as chat sessions are remaining active when they shouldn't be.
Any update for this or way to customise it would be great :)
Many thanks!
View comment · Posted Nov 27, 2019 · Harriet Klymchuk
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