Allen Lai | Head of CX, Otter.ai
-
Total activity128
-
Last activity
-
Member since
-
Following0 users
-
Followed by2 users
-
Votes21
-
Subscriptions48
Activity overview
Latest activity by Allen Lai | Head of CX, Otter.ai-
Allen Lai | Head of CX, Otter.ai commented,
I need help getting this to work for me. The ticket requester is under me (the agent), and the auto-response is sent to me, not to the original sender. I have "Enable email forwarding" enabled too.
-
Allen Lai | Head of CX, Otter.ai created a post,
Macro Improve: Inserting text placeholder objects for internal and public comments
We sometimes add placeholders to a public macro that agents need to replace with additional data or use as notes before submitting. At times, agents are moving so quickly that they may forget to up...
-
Allen Lai | Head of CX, Otter.ai commented,
Viktor Osetrov I'd like to use it to help calculate different averages and use the number of business days in a month as the denominator. For example, taking the total number of tickets handled per...
-
Allen Lai | Head of CX, Otter.ai created a post,
How do I calculate the number of business days in a month?
I'm trying to create a Standard calculated metric that will return the number of business days in a given month. For example, there were 23 business days in March and 20 business days in April. Tha...
-
Allen Lai | Head of CX, Otter.ai commented,
Chris Curlett Have you been able to figure this out? Similarly, I consider a backlog ticket that's older than X days, but I didn't see a way to filter by either date a ticket was created or by age.
-
Allen Lai | Head of CX, Otter.ai commented,
When an agent has a ticket open but has a dimmed picture (idle), does that mean they have the ticket open, but viewing another ticket? And how does that get counted when using the Time Tracking fea...
-
Allen Lai | Head of CX, Otter.ai commented,
Lucy Child Chandra Robrock Check if your metric "Total Time Spent (sec)" is being computed separately. See the screenshot below for reference. What I've been told is that if it's not being computed...
-
Allen Lai | Head of CX, Otter.ai commented,
As a workaround, I used Zapier to reassign the ticket back to the last assignee based on a tag. Here's a Zapier template that you can reference: https://zapier.com/shared/f287afe7e341425fe5fcf7a92f...
-
Allen Lai | Head of CX, Otter.ai commented,
Chandra Robrock I'm running into a similar issue. Changing the function to AVG kind of helps, but if I'm trying to look at the total ticket handling time in a given month for an agent, the result w...
-
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 ...