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Priscilla Shaw

Joined May 16, 2021

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Last activity Nov 21, 2024

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ACTIVITY OVERVIEW

Latest activity by Priscilla Shaw

Priscilla Shaw commented,

Community comment Feedback - Voice (Talk)

Any updates on this request?

We would also like phone recordings to only be available to admins and managers. Our agents would prefer that limitation as well.

View comment · Posted Sep 30, 2021 · Priscilla Shaw

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Priscilla Shaw created a post,

Post Feedback - Voice (Talk)

Support additional call monitoring feature

Feature Request Summary: 

Zendesk Talk should have an additional call monitoring feature where a manager/lead can speak with the agent, but the caller can’t hear the manager. This feature was available with our previous telephony provider, Mitel.

Description/Use Cases: 

The agent is perhaps new or an agent is with a difficult caller. Instead of handing off the call the manager find that this call can be a good coaching opportunity. The manager jumps into the call without the caller knowing and the manager proceeds to guide the agent through the conversation. The agent helps the client, learns from the call and the manager builds rapport with the agent as well.

Business impact of limitation or missing feature:

This is a feature that our business uses on a regular basis and a tool used to train new hires. Moving to Talk without this feature is a lost opportunity for our managers and agents.

Posted Aug 31, 2021 · Priscilla Shaw

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Priscilla Shaw commented,

CommentReporting for Talk

We would like the ability for a manager to be able to listen in to a call and speak with the agent without the client hearing the manager. Is that option available?   

View comment · Posted Aug 24, 2021 · Priscilla Shaw

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Priscilla Shaw commented,

CommentHow to troubleshoot issues with live chat

Is there a way to simulate multiple chats at once?

View comment · Posted May 12, 2021 · Priscilla Shaw

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Priscilla Shaw commented,

Community comment Feedback - Ticketing system (Support)

When I switched to Agent Workspace, I was getting the sound notification for Operating hours. I believe that notification sound didn't get enabled. I've switched AW on and off and now I don't hear it!
Thanks.

View comment · Posted May 10, 2021 · Priscilla Shaw

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Priscilla Shaw created a post,

Post Feedback - Ticketing system (Support)

When switching to Agent Workspace agents don't have the option to control the sound notification for the following, Automatic status change, Trigger activated, and Operating hours start/end.
If the agent is new to chat they are stuck with the default sound, which is the "Alert" sound. The alert sound in my opinion is the worst! 🚨
Is there a plan to adjust the notifications sounds options for those three or at least for the "Operating hours start/end" in Agent Workspace?

*Screenshot below has Agent Workspace on the left vs Classic on the right.

Posted May 07, 2021 · Priscilla Shaw

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