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Vanesa Mircheva

Joined Mar 10, 2023

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Last activity Mar 23, 2023

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ACTIVITY OVERVIEW

Latest activity by Vanesa Mircheva

Vanesa Mircheva commented,

Community comment Feedback - Ticketing system (Support)

Hello Team,

We are facing issues when trying to search for macros using a keyword. We used to search for macros by using a keyword, after typing '/'. The thing is that now with Agent Workspace we can use only the subject of the macro to find it. In the previous version, we were able to search by using both - a keyword that is part of the body or the subject.

This was an important feature that allowed our agents to quickly find the right macros to use in their responses to customers. This function helped them to save time, be more efficient, and provide faster resolutions to customer queries.

Thank you for your attention to this matter. We appreciate your support and look forward to hearing back from you soon.

View comment · Posted Mar 13, 2023 · Vanesa Mircheva

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Vanesa Mircheva commented,

Community comment Q&A - Tickets and email

Hello Team,

In the previous version, when an e-mail contained a word like ‘attached’ or similar and you forget to upload a file, an alert message appeared informing you that there is nothing attached. With the Agent Workspace, we noticed that the dialogue is shown only if you type 'Please find attachment'.

If you type something similar like "attached" file" or "document attached" it doesn't work the same way.

We'd greatly appreciate it if you add this alert for all similar phrases!

Thank you.

View comment · Posted Mar 10, 2023 · Vanesa Mircheva

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Vanesa Mircheva commented,

Community comment Q&A - Tickets and email

Hello Team

We are facing issues when trying to search for macros using a keyword. We used to search for macros by using a keyword, after typing '/'. The thing is that now with Agent Workspace we can use only the subject of the macro to find it. In the previous version, we were able to search by using both - a keyword that is part of the body or the subject.

This was an important feature that allowed our agents to quickly find the right macros to use in their responses to customers. This function helped them to save time, be more efficient, and provide faster resolutions to customer queries.

Thank you for your attention to this matter. We appreciate your support and look forward to hearing back from you soon.

 

View comment · Posted Mar 10, 2023 · Vanesa Mircheva

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Vanesa Mircheva created a post,

Post Feedback - Chat and Messaging (Chat)

Hi Team,

The issue on our side is that when an agent set his status to ‘Away’ he continues to receive notifications for incoming chats. This is annoying for the agents who are currently not taking chats – for example, if you are processing e-mails and taking calls, you will keep on receiving sound notifications for each new chat, even though you are not chatting with clients now.

Is there any way to add an option to stop Sound notifications for the chat while you're with status 'Away'? 

Thank you.

Posted Mar 10, 2023 · Vanesa Mircheva

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Vanesa Mircheva created a post,

Post Feedback - Ticketing system (Support)

Hi Team,

With the Agent Workspace we experience issues with the Transcript visibility. When the option is set to "Private" the chats no longer appear as internal notes and thus they are not being exported when we Print PDFs. Also, they are not shown in Jira tickets.

We found a workaround for the mentioned issues by setting the visibility to 'Public', however, this is causing inconvenience for our team and we would appreciate it if you could keep us informed about the progress of the fix and the estimated time for a resolution.

Posted Mar 10, 2023 · Vanesa Mircheva

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Vanesa Mircheva created a post,

Post Feedback - Chat and Messaging (Chat)

Hello Team,

With the Agent Workspace, during a chat, the tabs switch their positions (the chat with the latest message appears in the first position).

From our point of view, we consider this a disadvantage. When chat tabs switch their positions during the sessions, this is causing inconvenience and confusion. This issue is not only affecting our productivity but also has the potential to cause a data breach if the agents get confused and send personal information to the wrong client.

It has become challenging for them to keep track of which chat tab they are working on, and this may affect their ability to provide quality customer support.

We believe that this feature needs to be revised and made customizable.

 

Posted Mar 10, 2023 · Vanesa Mircheva

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Vanesa Mircheva commented,

Community comment Feedback - Ticketing system (Support)

Hello Team,

We have the same issue. It affects our flow since our internal procedures require assigning tickets to the general queues. Then, the manager of the department usually assigns the tickets to the respective employees.  Having said this, we mostly use the Group assignment and it also increases our workload. 

View comment · Posted Mar 10, 2023 · Vanesa Mircheva

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