Erin O'Callaghan
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Total activity508
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Last activity
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Member since
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Followed by8 users
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Activity overview
Latest activity by Erin O'Callaghan-
Erin O'Callaghan commented,
We've added a new recipe for reporting on IVR keypresses: Reporting on IVR keypresses based on ticket tags
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Erin O'Callaghan commented,
Hi Amie Brennan, thanks for calling this out! I've updated the article with the six intelligent triage prediction-related attributes: Intent, Intent confidence, Language, Language confidence, Senti...
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Erin O'Callaghan commented,
We've added a new Explore recipe for Enterprise customers: Creating a dashboard to report on live agent status
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Erin O'Callaghan created an article,
Why is the per-channel agent status time different than the unified agent status time?
Question I’ve turned on omnichannel routing and configured custom agent statuses. When I view the Omnichannel: Unified and custom agent state prebuilt dashboard, the duration of time that an agent ...
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Erin O'Callaghan created an article,
Seeing live agent status with Explore: Use cases
What's my plan? Using an Explore live dashboard, you can see the current status and workload of your agents. If you’ve turned on omnichannel routing, you can also see wh...
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Erin O'Callaghan created an article,
Explore recipe: Creating a dashboard to report on live agent status
Note: This recipe works only in the Explore beta dashboard builder. If you've turned on omnichannel routing, you can create a custom live dashboard that shows you unified, custom, and channel-spe...
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Erin O'Callaghan commented,
Hi Tobias Hermanns, just confirming this isn't a bug! The Explore live dashboard now shows per-channel capacity in the format “X of Y” instead of a percentage with a graphic bar.
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Erin O'Callaghan created an article,
Metrics that matter: Measuring success when migrating from live chat to messaging
When you migrate from live chat to messaging, one area to think about is how you’ll use Explore to measure the success of your messaging implementation. With a little pr...
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Erin O'Callaghan created an article,
Viewing and managing intelligent triage predictions
What's my plan? Attention: You must have the Advanced AI add-on to use the features described in this article. If you use intelligent triage, you can view and manage the values for the intent,...
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Erin O'Callaghan commented,
Hi Collin Phillips, thanks for letting us know about the broken link! We've split that original video into two separate videos and updated the article with the new links: Video: Getting started wi...