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Marius Gavril

Joined Dec 18, 2023

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Last activity Jan 20, 2025

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ACTIVITY OVERVIEW

Latest activity by Marius Gavril

Marius Gavril commented,

CommentService Level Agreements (SLA), macros, and CSAT

Yup, same here. Tried it with the new CSAT and placeholder is no longer viable. Are there any alternative solutions to this?

View comment · Posted Jan 20, 2025 · Marius Gavril

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Marius Gavril created a post,

Post Feedback - Ticketing system (Support)

The new customizable CSAT experience is a great improvement from the basic CSAT setup Zendesk used to have. 

 

My two nuggets with this update are:

  1. Allow for a follow-up question to be added for positive reviews as well, not just negative. Often times there is more specific feedback to be collected and while optional, it's a nice to have than not have at all.
  2.  Allow for Admins to also edit the categorisation of negative/positive CSATs. For example,  we currently use a 5 star rating scal and al 3 stars are either slightly positive or just neutral. As a result, we only define 1 and 2 stars as negative, which is manual work, but allows agents to see their true CSAT value. Having a drop-down next to the negative/positive attribute allows Admins to customise the experience even more and would be a HUGE value add to the feature and its usability.

Posted Sep 26, 2024 · Marius Gavril

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Marius Gavril commented,

CommentMeasuring success

This is a great improvement from the basic CSAT experience Zendesk used to have. 

 

My two nuggets with this feature are:

1. Allow for a follow-up question to be added for positive reviews as well, not just negative

2. Allow for Admins to also edit the categorisation of negative/positive CSATs. For example,  we currently use a 5 star rating scal and al 3 stars are either slightly positive or just neutral. As a result, we only define 1 and 2 stars as negative, which is manual work, but allows agents to see their true CSAT value. Having a drop-down next to the negative/positive attribute allows Admins to customise the experience even more and would be a HUGE value add to the feature and its usability.

View comment · Posted Sep 26, 2024 · Marius Gavril

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Marius Gavril commented,

Community comment Feedback - Ticketing system (Support)

Absolutely a low hanging fruit for the knowledge section, especially with the Knowledge Capture deprecation.

Since this is considered for development at some stage, it's worth thinking ahead and allow these self-resolves to be trackable via an identifiable event. Keep in mind some users will want to set up a trigger to tag or isolate these individual events.

View comment · Edited Jul 23, 2024 · Marius Gavril

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Marius Gavril commented,

Community comment Feedback - Chat and Messaging (Chat)

With more and more people transitioning to Messaging as a pre-requisite to Chatbot and AI add-ons, it is imperative that companies are able to attribute Offers,  Acceptances and Acceptance Rate % on an individual level. 

This helps alleviate the level of effort required to identify whether the right course of action is with actioning outliers or applying a team wide solution.

Offers,  Acceptances and Acceptance Rate % in their current format (ticket based) are helpful, but only to a limited extent. The priority development of an agent based value for these metrics will make any Operation's life easier and help sustain performance.

In a context where:

  • Conversation is offered to Agent 1
  • Agent 1 does not accept
  • Same conversation is then offered to Agent 2
  • Agent 2 accepts

The ideal scenario would be to capture an individuals' direct performance for tickets that they have been offered and extract:

  • Offers 1, Acceptances 0 and Acceptance 0% for Agent 1
  • Offers 1, Acceptances 1 and Acceptance 100% for Agent 2

View comment · Edited Apr 10, 2024 · Marius Gavril

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Marius Gavril created a post,

Post Feedback - Ticketing system (Support)

Guided Mode is great and efficient for how our team operates. One improvement suggestion that we had and came across recently is tied to how collision detection operates and how an actual agent can go through tickets.

Right now, in the event that Light Agents are viewing a ticket, that ticket does not get served to the agent that's in Play Mode due to collision detection. It would be great if Guided Mode would bypass the presence of a Light Agent and still allow that ticket to be displayed for handling.

Posted Dec 20, 2023 · Marius Gavril

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Marius Gavril commented,

CommentRouting

In the event that Light Agents are viewing a ticket, that ticket does not get served to the agent that's in Play Mode due to collision detection. Is there a way to bypass this shortcoming?

View comment · Edited Dec 18, 2023 · Marius Gavril

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