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,
There should be a more straightforward and seamless solution to a basic problem. Having to tag a ticket with the original agent's name seems a little silly.
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Allen Lai / Head of CX @ Otter.ai commented,
Does it make more sense for the X-axis (columns) to be based on the first assigned date vs. when the ticket was solved? If it's based on when the ticket is solved, it gives a false impression of ho...
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Allen Lai / Head of CX @ Otter.ai commented,
Dave Dyson I'd like to calculate this by business hours, but the First Assignment Time metric does not have a business hours option. Is there a way to create a custom standard calculated metric to ...
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Allen Lai / Head of CX @ Otter.ai commented,
How is this different from "Last assignment to resolution time (hrs)"?
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Allen Lai / Head of CX @ Otter.ai commented,
Totally agree. I feel Guided Mode is not ready for prime time because of how restricting it is. No way to report on skipped tickets or at least tag them so managers/admins have an easy way to show...
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Allen Lai / Head of CX @ Otter.ai commented,
Totally agree. I feel Guided Mode is not ready for prime time because of how restricting it is. No way to report on skipped tickets or at least tag them so managers/admins have an easy way to show...
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Allen Lai / Head of CX @ Otter.ai commented,
Totally agree. I feel Guided Mode is not ready for prime time because of how restricting it is. No way to report on skipped tickets or at least tag them so managers/admins have an easy way to show...
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Allen Lai / Head of CX @ Otter.ai commented,
Thanks, Jacob Christensen! Adding a web widget on the login page is a good idea.
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Allen Lai / Head of CX @ Otter.ai commented,
Sean Cusick great article! Instead of sending an email, we're embarking on a big push for customers only to create tickets via the Zendesk web form. I'm thinking of discontinuing email support, but...
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Allen Lai / Head of CX @ Otter.ai created a post,
Best practices for discontinuing email as a support channel
AnsweredInstead of sending an email, we're embarking on a big push for customers only to create tickets via the Zendesk web form. I'm thinking of discontinuing email support, but I want to make sure I'm co...