jvon
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Activity overview
Latest activity by jvon-
jvon commented,
Just in case anyone stumbles on this article (it was the first Google result for me) -- this has changed since originally posted as HTTP targets don't quite exist (URL targets now) There's a grea...
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jvon commented,
Was trying to figure this out myself -- I noticed that there's an attribute called "Obsolete - Ticket tags" which contains all the tags in one row/cell separated by commas (with the whole thing bei...
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jvon commented,
I've previously set up calculated attributes on the ticket updates dataset to look at [Changes - Field Name], [Changes - Previous Value], and [Changes - New Value] to track when a tag is added to a...
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jvon commented,
I think "Set Tags" may be better labeled as "Replace all tags with" Couple related thoughts: Remove the relationship between tags and custom field values (or hide the tags related to custom field...
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jvon commented,
This. Voice contact center operations need this to understand utilization and occupancy is commonly a KPI for agents in my organization (along with others, I'm sure). Seconding Amanda's request...
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jvon commented,
+1 on this -- we need historical data for Talk availability beyond the summarized "total time" metrics. If an agent is avoiding calls by toggling into away and back to available really quick, we...