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Victoria Brearton

Joined Apr 15, 2021

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Last activity Feb 14, 2022

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ACTIVITY OVERVIEW

Latest activity by Victoria Brearton

Victoria Brearton commented,

CommentAdditional ticket channels

Adding +1 to all the above comments. The subject of the ticket is signfacntly more useful to our agents than the customer name. We receive 100+ tickets a day - there's no way my agents can quickly look at a customer name and know that's the right ticket they need to navigate to. We would like the option to choose what information is displayed in the ticket tabs. 

View comment · Posted Feb 02, 2022 · Victoria Brearton

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Victoria Brearton commented,

Community comment Feedback - Voice (Talk)

I agree that this is a big miss on ZD Talk. It's a basic call-center necessity. I'm surprised this request hasn't received any traction.

View comment · Posted Jan 02, 2020 · Victoria Brearton

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Victoria Brearton commented,

Community comment Feedback - Voice (Talk)

I agree 100% that this needs to be an option. I have a small team, particularly at night, and it's vital that we have the option to have a call re-route to an agent that mistakenly missed the call. It's not a great client experience to have to leave a voicemail rather than get help live because of a missed accepted call they don't even know about. 

View comment · Posted Aug 27, 2019 · Victoria Brearton

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Victoria Brearton created a post,

Post Q&A - Reporting and analytics

I'm looking to report on the two items below:

  1. Chat average handle time per agent (but I only want the duration from once the agent has accepted the assignment to the end of the chat)
  2. Average First Reply time per once (again only once the agent has accepted the assignment – how long it takes the agent to respond to the customer after they’ve accepted the assignment).

 

I’ve been played around with different metrics in Explore but they all seem to start the time tracker at the customer/visitor’s first message. This is problematic because it does not give a true picture of average handle time per agent.



Posted Aug 27, 2019 · Victoria Brearton

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