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Ria Harris's Avatar

Ria Harris

Joined Apr 15, 2021

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Last activity Feb 11, 2025

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ACTIVITY OVERVIEW

Latest activity by Ria Harris

Ria Harris created a post,

Post Feedback - Chat and Messaging (Chat)

Agents are currently able to change their status no matter of the status of other agents meaning that it is possible for all agent from a department/group to be unavailable during operational hours.

It would be great if the system would allow us to put a block in place to say that agents are unable to change their status to unavailable during operational hours if there is not another available within the group/department to accept the chats meaning at least 1 agent from each department must be online at all times.

Posted Feb 03, 2022 · Ria Harris

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Ria Harris created a post,

Post Feedback - Reporting and analytics (Explore)

We are wanting to report on the page or url that a customer is on when requesting a chat to be able to get a view of the proportion of chats started on each page.

We are unable to do this and I was shared an article which provided a recipe for completing this, which advises that chat triggers will need to be created for each page/url to add a tag to the chat in order for this to be tag to then be reported on.

Our website has 10,000+ pages/urls and it is likely to be nearly impossible for us to have a chat trigger in place for each page to add a tag to identify this. Also I am unsure why this is not something the system can do as standard as in agent workspace the url is added to the ticket information on creation, so the system is recording this information.

There should be an attribute or metric available to report on the url or page the customer is on when joining the chat, so that the information seen on the visitors tab within the chat dashboard can be reported on. Why can we see this live but not report on this?

Posted Feb 02, 2022 · Ria Harris

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Ria Harris created a post,

Post Feedback - Reporting and analytics (Explore)

We have a dashboard set up to advise of the days since last sign in for all agents, this provides a lot of useful information as our teams do not always keep us up to date with agent leaving so we can remove licenses etc. to ensure we are not being charged for inactive users.

The issue we do have with this report is that this does not show any agent who has never had a ticket assigned to them, therefore anyone who has never signed in at all, or someone who had a licence but not for the purpose of working tickets will not show within this data or for any other reason does not have any tickets assigned to their account.

It would be great if there was a metric that would allow us to know the days since last sign in for all users, whether they have had tickets assigned or not, as long as there is a (chargeable) licence assigned to that user (Ie. not an end user).

Posted Jan 20, 2022 · Ria Harris

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Ria Harris created a post,

Post Feedback - Chat and Messaging (Chat)

We have a third party chatbot integrated with our widget on the website and this uses the sendButtonTemplate integration. The issue we are having is that this does not make all messages visible to the agent when the ticket/chat is passed to them for human assistance.

Messages such as the chatbot sending a link to a page on our website or some text it has pulled from the website to provide the customer an answer will not show and instead on the ticket we see 'Unsupported Message Type'. This can cause issues for our agents as they are unable to see the content of the information sent to the customer so cannot confirm if the information was correct, which means we also cannot feed back to the chatbot provider about errors in the responses to improve the service as we cannot see them.

We raised a ticket with support regarding this (#9902731) and have been asked to raise this on here as this is currently something that there is not a resolution for but it does cause significant issues with our work.

We require some kind of work around which will allow all details of links and messages sent to customers to be transferred to the dashboard and support ticket.

Posted Jan 05, 2022 · Ria Harris

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Ria Harris commented,

Community comment Feedback - Chat and Messaging (Chat)

Hi Sarah,

Thank you for your reply.

We are aware we can turn this off completely within the settings, but this is not what is needed and you currently do not offer the option to only request the satisfaction at the end of the chat meaning the customer can currently rate this at any point from sending their first message.

We want the option for the satisfaction to only be collected once the chat is due to or has actually ended, not during.

View comment · Posted Nov 26, 2021 · Ria Harris

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Ria Harris commented,

Community comment Feedback - Chat and Messaging (Chat)

Hi Sarah,

I appreciate your response but this does not help as this suggestion is a manual process. We do not want to rely on the agents changing this manually as we cannot guarantee this will be done or done correctly.

We are aware this can be done like this or via a macro, but at present the ability is not there to set the subject of a ticket via trigger or automation. A trigger would be the best option for us so this could be set at the time of the ticket being created and routed which takes away the likelihood of error.

Is it possible that the option to update the subject by trigger or automation will become available in the future?

Many thanks, Ria.

View comment · Posted Nov 25, 2021 · Ria Harris

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Ria Harris created a post,

Post Feedback - Chat and Messaging (Chat)

Currently the chat satisfaction is either turned off so it is not available at all, or it is on and the customer can rate the chat at any time.

We would like the ability to only request the chat CSAT at the end of the conversation, rather than it being available for the customer to select at any time. We have introduced a chat bot and have noticed that there are some customers who will mark the CSAT for the chat as bad as soon as the bot joins the conversation as they do not want to give the AI a chance and this this will mean they speak to an agent straight away which is not the case.

Can it please be thought about as a future development that the SCAT for chat can be requested at the end of the chat only as this will allow our staff and bot time to try and resolve the concern/contact before they are being negatively rated as some customer's do not allow this time.

Posted Nov 22, 2021 · Ria Harris

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Ria Harris created a post,

Post Feedback - Chat and Messaging (Chat)

We would like the ability to be able to set the subject of an incoming chat ticket as we would like it to be.

Currently the tickets are all "Conversation with..." followed bu their name or visitor number depending if the information is provided.

We would like the ability to change this as we see fit, maybe even the ability for this subject to differ by department / group.

This would make it easier for us to distinguish which chat conversations belong to which team.

Posted Nov 15, 2021 · Ria Harris

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Ria Harris created a post,

Post Feedback - Sales CRM (Sell)

We as a business start the week on a Sunday and work with a date format of DD/MM/YY, however the system will only allow us to have one or the other of these settings active.

If I change between 12 and 24 hour format this changes these setting of both of these so I cannot have the week start on a Sunday with the date format required.

It would be great if these settings could be adjusted separately within the system so we can choose to have both or neither.

Posted Oct 13, 2021 · Ria Harris

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Ria Harris created a post,

Post Feedback - Sales CRM (Sell)

We have several drop down fields in our sell instance, one of which is a  list of our stores so that these can be picked based on the customer's preference. We have found that if you need to add options to a drop down field within sell and you want this in say alphabetical order, you will need to manually move the newly added option up 1 space at a time until you get to the required spot.

It would be great if we could have the option to either, select for all options to be presented in alphabetical order, add the field in where we require it to be before entering the drop down option into the box, or if there was a way to move this multiple places to select where it is required, as this is very time consuming in a list of 500 stores if a new 'A' is added I need to click through all 500 already on the list.

Posted Oct 12, 2021 · Ria Harris

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