Allen Lai / Head of CX @ Otter.ai
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Last activity
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Activity overview
Latest activity by Allen Lai / Head of CX @ Otter.ai-
Allen Lai / Head of CX @ Otter.ai commented,
Is it possible to add some intelligence to know when an agent has gone idle and automatically pause the timer? I understand the agent may navigate away from a ticket to try and reproduce the issue ...
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Allen Lai / Head of CX @ Otter.ai commented,
I'm using the "Bad initial satisfaction ratings" metric to find negative C-SAT data based on the first assignee and this is not working for us. All of the numbers are associated with a blank value ...
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Allen Lai / Head of CX @ Otter.ai commented,
Heads up that if you are using Answer Bot to send articles via email in addition to having Answer Bot enabled on your web form, email triggers will suppress the article list and inserting the artic...
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Allen Lai / Head of CX @ Otter.ai commented,
I created an answer bot and one of the conditions is if the end-user selects a specific ticket form. But in many of my tests, the email that's sent back to the end-user is missing the recommended a...
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Allen Lai / Head of CX @ Otter.ai commented,
How can I suggest my own list of articles instead of having AB suggest it for me? I could just use a normal trigger, but I want the ability for end-users to mark their ticket as solved.
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Allen Lai / Head of CX @ Otter.ai commented,
Thanks for the response. The other factor that makes this even more difficult is our workflow. Tier 1 triages most incoming tickets, but not all. A good chunk of tickets is escalated to Tier 2. And...
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Allen Lai / Head of CX @ Otter.ai created a post,
Looking for help on workforce planning in a tiered structure.
AnsweredI'm trying to come up with a formulaic way to determine how many Tier 1, 2, and 3 agents we need, based on the number of tickets created each month. I've been banging my head because of many variab...
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Allen Lai / Head of CX @ Otter.ai commented,
We implemented simplified email threading for email applications, and we noticed that our answer bots are no longer embedding the help center article in the email. We've seen several end-users say ...
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Allen Lai / Head of CX @ Otter.ai commented,
We've asked end-users to check their spam folders, but we still receive occasional complaints about not receiving our notifications.
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Allen Lai / Head of CX @ Otter.ai commented,
Occasionally, agents forget that they have the ticket open and will respond to it several hours later. This of course skews our reporting. Is there a way to edit the agent submissions? Or add some ...