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Kelsey Hales's Avatar

Kelsey Hales

Joined May 13, 2021

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Last activity Mar 14, 2024

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ACTIVITY OVERVIEW

Latest activity by Kelsey Hales

Kelsey Hales commented,

CommentRouting

How do you see how many tickets are in a queue? Is all of the reporting still group based? Trying to get a feel for how this function will perform, but not seeing anything in the UI or in Explore 

View comment · Posted Mar 14, 2024 · Kelsey Hales

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Kelsey Hales commented,

Community comment Feedback - Voice (Talk)

Hey, +1 to this. This basically kills any outbound call systems for the EU and the US due to GDPR and California consent recording laws. I literally can do no quality for these teams which opens up additional concerns. Please prioritize this beyond the backlog.

View comment · Posted Jan 12, 2024 · Kelsey Hales

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Kelsey Hales commented,

Community comment Feedback - Chat and Messaging (Chat)

+1 for customizing the pre-chat form, this is the only chat product I've seen that doesn't allow a pre-chat form. being able to collect data from the customer before the chat reduces handle time considerably. being able to just change the text on the fields would be great so we can better capture first and last name instead of just 'name'. Further, since chat routing is so basic that we have to leverage departments, it would make a lot more sense for us to be able to rename that field to something accurate like language. This area has been a sore spot for a long time.

View comment · Posted Apr 17, 2020 · Kelsey Hales

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