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Andy Dyer

Joined Apr 15, 2021

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Last activity Mar 16, 2022

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ACTIVITY OVERVIEW

Latest activity by Andy Dyer

Andy Dyer commented,

CommentViewing and using dashboards

This is a great update, but I'm seeing the same as Rafael - the support online number is not right, and there is no drill in on any.

View comment · Posted Mar 16, 2022 · Andy Dyer

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Andy Dyer commented,

CommentService Level Agreements (SLA), macros, and CSAT

Is anyone else seeing higher rates of bad ratings now?  The last couple of weeks are 2x normal and there is no obvious explanation.  It does seem like this problem happens inconsistently almost.

View comment · Posted Dec 06, 2021 · Andy Dyer

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Andy Dyer commented,

CommentLive chat agent guide

Is it possible to turn off only the browser notification for the "business hours have started do you want to go online" or whatever.  With agent workspace when you're purposely not on chat, like a supervisor, those messages pop up all day

View comment · Posted Oct 11, 2021 · Andy Dyer

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Andy Dyer commented,

CommentService Level Agreements (SLA), macros, and CSAT

We tried the alternative and did see a pretty substantial drop in response rate, so we've switched back and just accept it for now, but do hope to see a fix for a known issue.

View comment · Posted Jan 26, 2021 · Andy Dyer

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Andy Dyer commented,

Community comment Q&A - Reporting and analytics

Following as I have same issue

View comment · Posted Dec 12, 2018 · Andy Dyer

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Andy Dyer commented,

Community comment Feedback - Voice (Talk)

+1 I'd like to be able to trace why calls went to voicemail during business hours, report on % of day that agents were available

View comment · Posted Sep 27, 2018 · Andy Dyer

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Andy Dyer commented,

Community comment Feedback - Ticketing system (Support)

We have a similar issue when using "next reply", often customers will just say "Thanks!" which then commits us to reply.  Even when we set it to Pending, it still is waiting for our reply instead of "periodic update".

View comment · Posted Dec 20, 2017 · Andy Dyer

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Andy Dyer commented,

Community comment Feedback - Chat and Messaging (Chat)

+1 would love to be able to change status either from Agents page or the "view all" team members.

It's actually more of an issue if an agent sets themselves to Away and forgets to go Invisible.  We've found that idle time doesn't work for us when we're chatting from Zendesk, lots of accidental logouts.

View comment · Posted Dec 20, 2017 · Andy Dyer

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