Vicki Horne

To get around this, I use the filter button at the top of the ticket ( next to the events button) to filter out the internal notes.

Hi

Currently using the new EAP with the teams - the team like the summary version as this provide a good indication of the call. However the transcript is bring up some interesting features.

This is has all of a sudden starting to transcribe in a different language when the conversation was English - is there a way to turn this off and also due to some accents within the team the transcribe is not so accurate.

Many thanks

 

Hi 

Is there a way I can report on customer interactions with the bot prior to them creating a ticket with the agent.

Would love to know if articles that are recommended were helpful or not and what searches my customers are asking for to ensure I have the correct information available to them. 

Any suggestions or work arounds would be greatly received.

Hi

My contact centre currently uses Sennheiser noise cancelling headsets but when receiving a call via Talk the noise cancelling function does not work and the receiver can hear a lot of background noise. This is causing a few complaint into the secondary team.

They have to use Zendesk via citrix due to being overseas and the need to remain confidential. 

Can anyone please recommend any headsets they currently use which are really good for us to test with the team. 

Many thanks