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Kelsa Henry
Joined Apr 15, 2021
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Last activity May 12, 2022
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Latest activity by Kelsa Henry
Kelsa Henry commented,
Totally echo the sentiments of Henry Domis
No timelines for months later...I'll await the update.
View comment · Posted May 12, 2022 · Kelsa Henry
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Kelsa Henry commented,
Hi All,
For me,
1) there are way too many hoops and loops just to update an agents role or add chat to their profile. That's frustrating to have 4 tabs open for just 1 update, all of this should be contained in Admin Centre.
2) The Settings Icon - so auto redirect to AdminCentre although it provides a link
3) When assigning roles, all agents names are not listed. So again, you have to do this 1 by 1.
4) We should be able to edit triggers when navigating from Ticket Events console. E.g. If I note a particular trigger fired on a ticket where it shouldn't have, whiles its great I can view the exact trigger straight from the ticket, it takes me to the dashboard only to discover I can't edit. What was the point of being able to view the trigger, if I can't edit it? I now have to return to Admin Centre, open triggers, search through my list of triggers (hopefully I remembered the name) in order to edit a trigger which I already saw from Ticket Events.
View comment · Posted Mar 08, 2022 · Kelsa Henry
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Kelsa Henry commented,
Hi Hervin,
Is there any plans in the pipeline to get more governance on restrictions. example - restricting certain forms and brands from being displayed. In as much as triggers auto assign, we see instances where agents change these fields unnecessarily.
View comment · Posted Jan 19, 2022 · Kelsa Henry
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Kelsa Henry commented,
Hi Clay,
I thought I should also put this feedback on this dataset here on your radar as the product manager.
I'm glad that this data set is finally rolled out. My concern is however the number of fundamental /obvious limitations with it.
1) Unable to view by Department
We are unable to view/filter this chat concurrency by department. My account has over 20+ department, 1.5k agents - working in various departments. How can I simply view average concurrency at a departmental level?
2) Unable to view this Chat Concurrency in relation to Agent Maximum Chat Limit Set on their Profile.
Each agent had a Chat Limit set on their profile. How can I view their chat limit and other metric e.g. average wait time, number of chats served in relation to their Chat concurrency? That way I can easily determine trends ect.
3) Dataset rendering 0 values results
According to the definition - the dataset should render results for agents who had AT LEAST ONE chat WITHIN THE HOUR. The below is for days of the month yet it renders below 1. My question is why are we seeing 0.56, 0.45 for example in our results? What does that mean? Is this even rendering accurate information? See below.
"Chat Concurrency dataset
The Chat Concurrency dataset contains metrics and attributes that relate to your agents’ handling of concurrent chat engagements. We only show data for agents who had at least a single chat within the hour. Chat agents who were signed in and available but did not accept any chats will not be reflected.Your feedback, solutions and their timelines on this would be greatly.
regards
View comment · Posted Jan 15, 2022 · Kelsa Henry
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Kelsa Henry commented,
Hi Brandon,
Thanks for this great tip however, can I get the same structure for views. My account has 4 pages of Views. (1.5K agents)
If 1 page has 100 views (no easy way to tell apart from manually counting)...that means we've got nearly 400 view. As an admin, it's definitely not contributing to my SANITY as the overall admin in keeping up, finding and managing them. Is that part of your product line to have views categorized as well so that I may retain the last bit of SANITY I have left?
View comment · Posted Nov 15, 2021 · Kelsa Henry
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Kelsa Henry commented,
Just as a work around, I found using the Customer List in ZD was super easy to view and export all my agents according to Organizations. The only limitation is you are not able to tell if Chat is enabled on their profile. However, you can easily export, view last login in an excel file.
Hope this helps.
regards
View comment · Posted Mar 09, 2021 · Kelsa Henry
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Kelsa Henry commented,
Yes, Agreeing here.
Hello Ewa, can you share the steps for Explore please? I'd be super grateful.
View comment · Posted Feb 25, 2021 · Kelsa Henry
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Kelsa Henry commented,
Team,
Any update on this? Would be great to hear some good news on this thread.
regards.
View comment · Posted Nov 05, 2020 · Kelsa Henry
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Kelsa Henry commented,
Hi All,
We definitely need the feature to be able to customise "IDLE" time in the chat trigger conditions. Presently it is hard coded to (IDLE - which is 2-3minutes) and that is a long wait time to customers.
What we would like to achieve here - is if a customer has been idle in an active chat for at least 90 seconds on the chat, the a trigger should fire to follow up with the customer - "Hello are you still there?" Right now, the conditions in the trigger is just "Visitor Status is IDLE" with no way to customize this.
regards
View comment · Posted Jun 11, 2020 · Kelsa Henry
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Kelsa Henry commented,
Hey @Andreas,
Like Sachin, I would like an updated version to the post since the UI has changed so much. Not seeing the option to add a public reply under Actions and would love to implement this for our business.
Any assistance would be great!
View comment · Posted Jun 20, 2018 · Kelsa Henry
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