Allen Lai | Head of CX, Otter.ai
-
Total activity111
-
Last activity
-
Member since
-
Following0 users
-
Followed by2 users
-
Votes17
-
Subscriptions41
Comments
Recent activity by Allen Lai | Head of CX, Otter.ai-
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...
-
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...
-
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...
-
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 ...
-
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 ...
-
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...
-
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...
-
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.
-
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...
-
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 ...