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Dani

Joined Oct 16, 2021

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Last activity Mar 31, 2023

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ACTIVITY OVERVIEW

Latest activity by Dani

Dani commented,

Community comment Feedback - Ticketing system (Support)

Sadly, I doubt it Maria Tentsou - this ticket was opened in May of '21, and all the pleas for what should be a DEFAULT feature have fallen on deaf ears. 

View comment · Posted Feb 08, 2023 · Dani

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Dani commented,

Community comment Feedback - Ticketing system (Support)

Adding a vote for CES integration

View comment · Posted May 13, 2022 · Dani

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Dani commented,

Community comment Feedback - Admin Center

Hello  @... 

My comments were around all the extra clicks now required to get to specific settings. Opening in a new tab is great, but when I click the Admin icon, I should be brought to the Admin center - not a landing page for system updates and feature usage - where I then need to click yet again to get to the Admin center, where I have to keep clicking to get to the item I want to work on.


Another example of unnecessary clicks is in managing people. From Admin Center, I click on People, then Team Members, search for my person, click on edit, to be taken to their profile, where I have to click on manage in admin center to edit them???


The overall UI for ZD administration quite frankly feels clumsy. I appreciate wanting to update but it feels like every new "feature" is a step backward and adds a new layer of effort and frustration. It doesn't seem like actual users are involved in prioritizing/designing/implementing changes - they may very well be, but based on feedback here and other forums, if they are, they do not represent you primary user base.  

View comment · Posted Apr 18, 2022 · Dani

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Dani commented,

Community comment Feedback - Admin Center

It seems like things that should live in a new tab don't, and things that should have stayed put open new tabs. 

View comment · Posted Mar 04, 2022 · Dani

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Dani commented,

Community comment Feedback - Admin Center

As with all change I suppose, there is some good, and some frustrating. 

The good - merging settings into a single location is a good thing when managing a high volume of users.

The incredibly frustrating? The settings button on the left panel of the Support Window is basically useless. It adds several extra clicks and time to manage basic functions (macros, for one).
I don't need links to system update links or feature usage stats in one click reach - I need my heavy usage tasks (macros, for one) available for quick and easy access.

View comment · Posted Mar 03, 2022 · Dani

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Dani created a post,

Post Feedback - Voice (Talk)

Feature Request Summary: 
I would like to be able to measure/report on the number of times a call is put on hold over the course of a contact (aka make it a measurable attribute/metric)

Description/Use Cases: 

The recording in the ticket doesn't indicate holds (that I have really appreciated in other software), and there is no way currently to add it to Explore reporting. 

Business impact of limitation or missing feature:

Knowing the total/avg time of hold is great but if we're putting someone on hold 10 times in a call, I want to know that too!

Edited Dec 16, 2021 · Dani

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Dani commented,

Community comment Feedback - Ticketing system (Support)

I was pretty shocked when this standard supervisory capability was removed in the Workspace - please consider giving us this important tool to coaching back!

View comment · Posted Aug 02, 2021 · Dani

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Dani created a post,

Post Feedback - Help Center (Guide)

Feature Request Summary: 

Allow cleanly formatted URLs to be inserted into a chat from Knowledge Capture instead of a full URL 

Description/Use Cases: 

In chat, agent uses Knowledge Capture and wants to share the link to the customer. In Chat, it drops the full URL, including referral sources, page parameters to load customized content, etc. which results in a very messy in chat link:

https://help.yoursite.com/hc/en-us/articles/4401990682132?source=search&auth_token=eyJhbGciOiJIUzI1NiJ9.eyJhY2NvdW50X2lkIjoxMDM2NDY5MiwidXNlcl9pZCI6NDE4MTY1NTMyODUyLCJ0aWNrZXRfaWQiOjI3MDI4LCJjaGFubmVsX2lkIjo2MywidHlwZSI6IlNFQVJDSCIsImV4cCI6MTYyODc5ODMyOX0.STxfx4yEkm5iAAtEgiY4ixT_7uYgC4eB4bzbfD_3__o

In email this will insert a "clean" link - like this --> (clickable text with link) but in chat, 

Business impact of limitation or missing feature:

While not mission-critical, it is causing extra steps in the workflow for the agent to shorten down/clean up the long trail after the ? in the full links. This should be an OPTIONAL display

 

Posted Jul 13, 2021 · Dani

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Dani commented,

Community comment Feedback - Ticketing system (Support)

Agreed. Our current workaround is a tab refresher extension for chrome (Tab Auto Refresh)

View comment · Posted Jun 14, 2021 · Dani

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