Moran R. Gilboa
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Total activity37
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Last activity
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Member since
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Following0 users
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Followed by0 users
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Votes19
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Subscriptions11
Activity overview
Latest activity by Moran R. Gilboa-
Moran R. Gilboa created a post,
"Customer Health" Organization Metrics
We would like to apply a formula for "customer health" that includes a few ticket metrics (i.e. satisfaction, durations, etc.) and feed that back into an overall health metric; I thought about extr...
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Moran R. Gilboa commented,
I think this is an essential requirement for this feature; management, or even other agents, should be able to change status in case of emergency, agents go offline and may be driving or just out, ...
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Moran R. Gilboa created a post,
Single Dashboard - Multiple Schedules with Different Pinned Bookmarks
We have multiple regions, brands, and services; what I am trying to achieve with Explore is to send each group the same dashboard with different applied filters. I could create a bookmark, pin it, ...
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Moran R. Gilboa commented,
This is a critical feature, when utilizing a fail-over for instance, we don't want customers to wait on "priority" lines for 60 minutes, and it should be set for minutes instead, while a "questions...
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Moran R. Gilboa commented,
I think this is a critical change request; I would consider a separation of following/mentioned entirely so that light agents can also start @mentioning; following is "chatty" and hard to track and...
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Moran R. Gilboa commented,
"@mentioning" is a critical piece for collaboration; mentioning someone in the ticket or from the outside (user) is essential to get attention; since we're focused on having this collaboration over...
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Moran R. Gilboa created a post,
Talk: Agent Activity Suggestions (Filter, Tagging/Grouping)
AnsweredThe first suggestion would be to add a persistent status filter, for example, I only want to see "Away" and "Online" most of the time. The second suggestion would be to group the team according ...