Oliver Cyples
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Total activity111
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Last activity
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Posts
Recent activity by Oliver Cyples-
Transferred Calls Wait Time still with Originating Department
AnsweredHi When transferring a call from Group A to Group B, why does the wait time stick with Group A until Group B answer the call? This renders the live monitoring useless and also incorrectly impacts...
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Recently Updated Articles Feed.
Hey It would be great to have a feed that shows the most recently updated articles, especially for our internal users Knowledge Base. This would allow agents that have been off for a couple of da...
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End-User vs Agent Ended Chat
Availability to report on whether the agent or end-user actively ended the chat, this would be great to allow our teams to review the reason why the agent ended the chat and if we can identify any ...
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Live Dashboard Additions
Hey Just a few things raised by my stakeholders, if any of these could be added for future or plans on what is coming in future. - Ability to exclude certain tags/fields from the Tickets Solved i...
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Admin attachments library
Hi Due to our regulators requirements we're often sent private documents from customers for verification etc. I have used https://support.zendesk.com/hc/en-us/community/posts/4409506775450-Add-a-...
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Phone Numbers in Explore
Hey We need to be able to have Incoming phone number in Explore, the closest article I could find was https://support.zendesk.com/hc/en-us/articles/360057235414-Explore-recipe-List-of-incoming-ph...
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Promote Help Centre Articles within the Chat Widget
AnsweredHey I know this is possible via API but our Support teams don't have access to do this. Having the option to reorder the list of Help Centre articles by key words would be ideal for us. As an e...
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Set the default number based by the Group
Not plannedHi We don't use an IVR and rather have lines that call through to our groups. Due to this is means for example with our Spanish teams we have about 10 different phone numbers. When outbound calling...
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Agent Workspace Feedback - Display Name for Chat
Hi I couldn't find another post on this. We've recently switched to Agent Workspace, after speaking to one of the team I understand Chat still uses the Display Name set in the Chat Product, howev...
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Macros - Edit multiple groups without Global Access
CompletedHey I just wanted to feedback on the editing of group macros with out requiring Global Access. After speaking to your support guys who were very helpful explaining, it appears because a macro is...