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Edmond Dang
Joined Oct 16, 2021
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Last activity Nov 10, 2021
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Latest activity by Edmond Dang
Edmond Dang commented,
Are we able to customize the dashboard here? We want to be able to edit and add columns similar to how we would do this when we go into "Admin Settings" --> "Views". Essentially we want our SLA (next breach) to be showing in that dashboard.
View comment · Posted Nov 10, 2021 · Edmond Dang
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Edmond Dang created a post,
Hi everyone! Our team has operating hours set till 8 pm but our agents are scheduled to work until 8:30 pm so that they can clear out any remaining chats left in our queue. The only issue is that after 8pm, we are considered "offline" which means all our agents are offline too so all live chats then become a ticket. With that said, the only way we can ensure our agents can clear out the remaining chats between 8pm-8:30pm, is by extending our operating hours till 8:30pm but this will also allow more incoming calls to come in between 8-8:30 (which we do not want). If there is a way to set out operating hours till 8 pm but be able to set a 30minutes time after that to clear out the remaining queues without receiving new incoming chats, that would be great!
Posted Sep 08, 2021 · Edmond Dang
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Edmond Dang created a post,
Hi team,
I've seen this happen pretty often and wondering if there is a way to fix the way CSAT's are allocated to agents:
1- Client contacts customer service and interacts with Agent1
2- Ticket remains open since Agent1 offers a follow up.
3- Client fills out a bad CSAT survey
4- Client calls back and interacts with Agent2
5- Agent2 solves the issue and solves out all dupe tickets
6- Agent2 inherits a bad CSAT survey from Agent1.
This messes with our overall CSAT causing inaccuracy and it could be frustrating for individual agents.
Posted Aug 10, 2021 · Edmond Dang
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Edmond Dang created a post,
Our team noticed for a while that command+backspace doesn’t work in ZD, but works in other applications. It’s used to quickly remove a whole line which makes typing efficient. The team has been using option+backspace as an alternative, but we were hoping that someone can help look into the command+backspace fix.
Posted Jul 09, 2021 · Edmond Dang
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