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Gary Shand

Joined Apr 15, 2021

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Last activity Aug 12, 2024

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ACTIVITY OVERVIEW

Latest activity by Gary Shand

Gary Shand commented,

CommentManaging Talk

Hi Grete Andersson 

This may possibly not answer your question, but it's possible to set the settings for each call line in Zendesk to delete call recordings automatically after a certain amount of time. 

You can read more about it in Zendesk's guide here: https://support.zendesk.com/hc/en-us/articles/4408831738266-Managing-call-recording-options-in-Talk#topic_tcq_tsz_mcb:~:text=not%20being%20recorded.-,Configuring%20call%20recording%20options,-You%20configure%20call

This won't necessarily help you for all old recordings but may help you for new recordings moving forward.

Cheers,

Gary

View comment · Posted Aug 12, 2024 · Gary Shand

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Gary Shand created a post,

Post Feedback - Ticketing system (Support)

TITLE: Agent Home feedback

 

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. 

The new Agent Home page has some nice features but we have some issues with it in comparison to the old page:

 

- Updates no longer give a brief overview of the ticket

- Clicking into the ticket stats links takes you to a new filter tab rather than showing in-page

- Ticket stats links don't update without a hard refresh of the browser

- Show unassigned tickets on this page, someone logged here: https://support.zendesk.com/hc/en-us/community/posts/6745361237146-Add-List-of-Unassigned-Tickets-in-Your-Groups-to-Agent-Home

 

These points feel like a step back from what we had before, and this impacts our agents getting the most out of this page.

 

What problem do you see this solving? 

- Agents don't need to click into the update to see more details

- Agents don't have to close a filter tab when viewing ticket stats

- Agents don't need to refresh their browser to get an up to date view of ticket stats

- Agents don't need to move away from Home to see unassigned tickets

 

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? 

This problem happens on a daily basis now that we have moved to Agent Home.

 

Are you currently using a workaround to solve this problem?

No.

 

What would be your ideal solution to this problem? How would it work or function?

I would be keen to see steps made to increase parity with the features on Agent Home in comparison to the old home page.

Posted Jul 04, 2024 · Gary Shand

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Gary Shand commented,

CommentTeam members and groups

Hi there,

I just wanted to follow up on the last comment around reordering custom agent statuses, to confirm if Q4 is still the plan for this happening?

Would be super keen for this reordering to come in as it's stopping us from implementing this feature.

I wonder also if there are any plans to have the ability to hide the default statuses (especially ‘Online’ as we don't have a workflow where an agent is online for all channels at once)?

Cheers,

Gary

View comment · Edited Jun 25, 2024 · Gary Shand

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Gary Shand commented,

CommentManaging Talk

Hi

I just wanted to log another odd instance using this feature. 

All of our agents speak English and our customer base does so too. However, we've seen a couple of times now where the Call transcript is logged in Welsh, despite the conversation being in English. Quite odd, and would be good to understand if this could be fixed.

Cheers.

View comment · Posted Jan 29, 2024 · Gary Shand

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Gary Shand commented,

CommentManaging Talk

Hi

We have now turned this feature on for our team and mostly it has been very good so far. 

However, with the call transcript feature we've found that longer calls do not include a full summary. For instance we've seen calls that are 40m + where the call summary stops about 27-28m into the convo. 

Is there some kind of limit in the transcript length? I can't seem to find any specific rules in play here so it'd be good to understand why it is doing this? Thanks.

View comment · Posted Jan 26, 2024 · Gary Shand

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Gary Shand commented,

CommentGeneral questions about live chat

Hi.

We are looking at moving to Zendesk Messaging from Zendesk Chat, but one issue we are finding is that Messaging does not include the visitor's URL in the ticket events in the way that Chat does.

We currently have triggers set up to identify if the chat comes from our website or in-app, and these triggers use comment text from the URL in Events to do this. However, we cannot use triggers like this in Messaging due to the lack of URL in the Events, so cannot identify automatically where the chat came from. An example of a trigger that identifies customer location:

Is there any way to get around this? It's really important that we are able to identify the URL location in our tagging when we move to Messaging.

Cheers,

View comment · Posted Dec 15, 2023 · Gary Shand

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Gary Shand commented,

CommentLive chat departments, triggers, operating hours, and routing

Hi Erik,

This chat trigger works nicely in business hours but is conflicting with my setup for Flow (Bot) Builder for out of hours messages.

I have the flow set up to clarify to the customer that it is out of hours etc, so the bot takes care of this. However, once this is done and the customer message is sent to our inbox this chat trigger fires and essentially repeats some of the communication from the bot.

Is there any way to ensure this chat trigger only fires when it is inside business hours, because we don't need it to fire outside of these hours?

View comment · Posted Dec 07, 2023 · Gary Shand

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Gary Shand commented,

CommentTicket automation and collaboration

It would be great when using the Enhance features that it didn't strip out the formatting applied by the agent. Our team commonly provides links to our KB to the customer, so when enhancing the text to make it more friendly or formal it is stripping out these links and making the feature less useful.

 

I'd also second Mandy's suggestion that it would be useful to have an undo button for this, though using CMND + Z (on Mac)  is a workaround currently.

View comment · Posted Jun 19, 2023 · Gary Shand

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Gary Shand commented,

CommentSetting up Agent Workspace

We've been trialling this feature, and whilst it sounds amazing, in practice it's not working for us.

Our specific problem is around the lack of consideration for transfers. We have a team who are all WFH so it's not easy to see the status of another agent quickly, and efficiently. As a result we'd want them to be able to transfer calls to another agent knowing if the agent's name shows as available that the agent is available to take the call - this isn't possible with Focus mode currently.

As a result we have had situations where an agent is on a live chat and had a call transferred to them (that understandably they're not in a position to take). And even a situation where an agent was on a live call, and 2nd call was transferred to them (which again they could not take).

Unfortunately these issues mean we can't use Focus mode in its current format. Any plans to introduce transfers into the functionality?

View comment · Posted Oct 12, 2021 · Gary Shand

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