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Ahmed Masooud M's Avatar

Ahmed Masooud M

Joined Apr 21, 2024

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Last activity Dec 16, 2024

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ACTIVITY OVERVIEW

Latest activity by Ahmed Masooud M

Ahmed Masooud M commented,

CommentUsing legacy AI agent functionality

The bot is not handling “Customer uploaded image”
How can I fix this to advise the client to let the bot know what's the attachment is about?

View comment · Posted Dec 16, 2024 · Ahmed Masooud M

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Ahmed Masooud M commented,

Community comment Q&A - Reporting and analytics

The needed info here is the average reply time, not requester wait time,
Eg: A client sent a message, first reply was 5 seconds
The client replied, the agent replied within 10 sec
Another message from the client on the same thread bu the agent replied within 15 seconds
The average reply time here is 10 seconds

How ca we get this info from the reports?

View comment · Posted Aug 24, 2024 · Ahmed Masooud M

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Ahmed Masooud M commented,

Community comment Q&A - Reporting and analytics

Any advice? 

View comment · Posted Jun 04, 2024 · Ahmed Masooud M

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Ahmed Masooud M created a post,

Post Q&A - Reporting and analytics

I need to get the average reply time, when a client chats with us in messaging, he sends a message then we reply to it (this time to be counted, then in the same message, he shared new info, attachments, asked another question the time till we answer his 2nd reply I need it to be calculated and shown somewhere in any report

 

How can I get it?
Requester wait time, is including all the time f the ticket even if we are the last to reply which I don't need here.

Posted May 13, 2024 · Ahmed Masooud M

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Ahmed Masooud M commented,

CommentTicket management
  1. Click the Associated brands box to display the current brands assigned to the ticket form.


This part is not there in the “Tickets > Forms.”

View comment · Posted May 09, 2024 · Ahmed Masooud M

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Ahmed Masooud M created a post,

Post Feedback - Reporting and analytics (Explore)

We need a report for tickets not accepted per agent (percentage/volume)

Posted Apr 21, 2024 · Ahmed Masooud M

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