Ben
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Total activity78
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Last activity
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Activity overview
Latest activity by Ben-
Ben commented,
Sean Chuang I am grateful to have an answer on this matter, yet also I have to chime in with Daniel and Kevin: this is an obvious privacy concern (I'm surprised it has been allowed to exist this lo...
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Ben commented,
Appreciate the update, @..., even though it's still far from what we were hoping for. Is simultaneous/hunt group routing at least still "in the backlog for future consideration"?
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Ben commented,
Definitely needed! It's a privacy concern for agents and clients, and this all or nothing approach is very strange. As admin/manager we need the ability to listen back for monitoring and training ...
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Ben commented,
It's been almost 9 months. Any update?
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Ben commented,
Hi Rohan, Thank you for your reply. The automatic log-off on inactivity or missed calls could be an improvement, depending on what it will work like once it's become available. The weird thing is ...
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Ben created a post,
Per group/department scheduling
PlannedWe offer 24/7 service, and have two teams: one during office hours, and one outside office hours (nights and weekends). Outside office hours we have one or two agents that answer our 24/7 help line...
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Ben commented,
Good to know there's a name for what we need. Thanks, @...! In case someone from Zendesk does keep an eye on this, what I forgot to mention in my previous post is that we have a day team during off...
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Ben commented,
Round robin has a strong potential to wreck our SLA, if we're not careful. We have a small team with agents that also work on other tasks and projects, and can not always be behind their desks. The...