Recent searches


No recent searches

Chris Hix's Avatar

Chris Hix

Joined May 06, 2021

·

Last activity Oct 22, 2021

Following

0

Followers

0

Total activity

2

Votes

0

Subscription

1

ACTIVITY OVERVIEW

Latest activity by Chris Hix

Chris Hix commented,

Community comment Feedback - Ticketing system (Support)

I have a Textline group ( A holdover from when we used Textline) that includes the CSR and CXA groups. The CSR group is tier II support.  Text tickets come into CXAs.  The ticket is either handled or sent to CSRs.  The problem is that CXA and CSR do not cover all the same hours.  If the end-user has another question after being sent to the CSRs and text back the CXAs will not see the customer's second contact and can sit for hours. Our SLA is 1 minute.

I want to create a couple of views that will address this issue.  If I add the Textline tickets to the CSR and then have a Text view that shows tickets that are in the Textline group and updated by end-user then the CXA will see the additional contact from the customer.  We use playlists. 

View comment · Posted Dec 17, 2019 · Chris Hix

0

Followers

1

Vote

0

Comments