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Kyle K.'s Avatar

Kyle K.

Joined May 30, 2023

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Last activity Jan 24, 2025

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ACTIVITY OVERVIEW

Latest activity by Kyle K.

Kyle K. commented,

CommentManaging Talk

Is there an option to enable customers to enter into the callback queue rather than making a live call directly?

View comment · Posted Jan 21, 2025 · Kyle K.

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Kyle K. commented,

CommentMeasuring success

Is the new CSAT survey meant to work in sandbox? The triggers are sending emails fine however when clicking on the link, the user says the page cannot be displayed / access denied. Is there a way to test beforehand or does it all need to be done live?

View comment · Posted Oct 29, 2024 · Kyle K.

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Kyle K. commented,

CommentTicket management

Is there a way to use record preview w/ custom objects that are attached to a customer via a user field? Or does the object need to be assigned to the ticket directly? (If so, is there a way to assign the custom objects on a user's profile to any tickets they create?)

View comment · Posted Oct 07, 2024 · Kyle K.

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Kyle K. commented,

CommentCustom data

Is there a method to show the details of custom objects linked on a user's profile on the ticket view? Showing it on the user card just gives the name of the record, but I'm not seeing a way to show specific fields from that record as well. 

View comment · Posted Sep 28, 2024 · Kyle K.

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Kyle K. commented,

Community comment Feedback - Chat and Messaging (Chat)

+1 to better reporting for this. There needs to be a more specific reporting option to see which ticket(s) an agent missed rather than just general numbers w/ no specifics available.

View comment · Posted Aug 22, 2024 · Kyle K.

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Kyle K. commented,

CommentRouting

Is it possible to use this to set up an overflow system for calls?

With omnichannel the feature to add secondary/backup groups via IVR doesn't work, I was hoping this feature would give us something equivalent but it doesn't seem to work when we try to set it up on our instance. I know the article mentions call tickets but it doesn't seem to care about the primary group's availability- the primary group is getting the live calls even if offline.

View comment · Posted May 13, 2024 · Kyle K.

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Kyle K. commented,

CommentManaging Talk

We would like to have two groups of agents be online for calls; Group A and Group B. Group B should only get calls routed to them if all agents in Group A are unavailable.

Since Omnichannel routing disables choosing multiple groups for phone lines / IVR, I see its recommended to use skill-based routing instead of recreate the same effect. But once the skill timeout happens the agents in Group B aren't being assigned those calls unless they're changing their status which doesn't happen very often, so Group B would rarely catch those calls. Is there some other workaround?

View comment · Edited Jul 28, 2023 · Kyle K.

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Kyle K. commented,

CommentRouting

Hi Barry Neary!

Ideally we could have SMS treated like a live messaging ticket! But even just routing them like a regular email ticket would still be very helpful :)

View comment · Posted Jul 14, 2023 · Kyle K.

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Kyle K. commented,

CommentRouting

Is there a way to include text/SMS tickets in routing? Looks like it's not listed under any of the existing categories and I see someone above was saying they couldn't get SMS tickets to route.

View comment · Posted Jul 12, 2023 · Kyle K.

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Kyle K. commented,

Community comment Feedback - Voice (Talk)

+1. Seems like a pretty standard feature for any phone system yet it's been a request for over 5 years?

View comment · Posted May 30, 2023 · Kyle K.

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