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Lee Grasso
Joined Apr 15, 2021
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Last activity Feb 05, 2024
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Latest activity by Lee Grasso
Lee Grasso commented,
Karen Hynes Thank you, that is helpful to see an entire previous month or month to date. But, what if I want to see the sum of time online status for any given date range for each rep. Just the sums, not each day broken out. Like 1/16/24 - 1/31/24 for example.
View comment · Posted Feb 05, 2024 · Lee Grasso
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Lee Grasso commented,
Ian Marston I am not considering the drill down at this time. Just the overall report to add to a dashboard.
View comment · Posted Feb 02, 2024 · Lee Grasso
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Lee Grasso commented,
Report for sum of state.
I am trying to create a report that will show the sum of a given chat state (online) for all agents for any given date range. So how many hours was each member of the team in online status for the month of Jan '24. I want to see that on one table.
How can I accomplish that?
View comment · Posted Feb 01, 2024 · Lee Grasso
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Lee Grasso commented,
We use agent workspace and with chat sounds there is a major experience issue for agents when it comes to the assigned conversation vs the conversation that hit the overflow queue.
There are only 2 sound settings: Incoming message and Conversation request.
The conversation request covers both when a conversation is assigned to a rep and if a chat hits the overflow queue. This is confusing for reps because if they are not looking directly at the button to take conversations, they are unable to distinguish if the incoming conversation is being assigned directly to them or if it is hitting the overflow queue.
Our other routing settings include:
Max chats: 2
Hybrid assignment enabled
Is there a way to enable 2 separate sounds for these 2 different situations?
View comment · Posted Jan 23, 2024 · Lee Grasso
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Lee Grasso commented,
Hello,
I guess I am seeing how this could be helpful in live chat because going from internal to public can be wonky with formatting. But I am not sure I see the difference for email between this update and switching back and forth between internal and public. Can you let me know what is the benefit, in an email, to use this new function instead of internal comments for drafting?
View comment · Posted May 18, 2023 · Lee Grasso
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Lee Grasso commented,
The way my team operates, and it seems some other teams as well, we could really benefit from a different sound for chats coming into queue (no agents available to assign to) and chats that are getting assigned to an individual agent.
View comment · Posted Jun 13, 2022 · Lee Grasso
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Lee Grasso created a post,
I opt into the daily, weekly and monthly chat analtyics automated emails that are set up in the settings > personal > email reports section. The time zone for those email reports default to UTC 0 and do not adjust according to the account settings (I am EST). So the usefulness of these reports gets diluted for anything within 5 hours 12am UTC. For example a chat taken at 8pm EST on Jan 5th will count towards Jan 6th. I really like the info translated on these email reports but this makes the data confusing and not always accurate for my use.
Posted Mar 08, 2021 · Lee Grasso
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