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Sarah Wasvick

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Latest activity by Sarah Wasvick
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    Sarah Wasvick commented,

    Hello! I am trying to set SLA's for each group of support agents. Is there a way to get a first reply clock running for our Tier II and Tier III level agents, essentially? So if it escalates up, th...

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    Sarah Wasvick commented,

    Thanks! We will definitely look into that for our US office. I appreciate your help!

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    Sarah Wasvick commented,

    Hello! So if I am understanding this correctly, if I change the phone number to our main line number (what we would list on our phone bill), then we could work with our service provider on that end...

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    Sarah Wasvick created a post,

    Tracking agents daily activity

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    Hello! I am trying to get an hourly breakdown of agent activity per hour of their work day. I tried running tickets by hour, but that is an average per hour for the day. I would like to actually se...