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Rachael Kolman
Joined Feb 10, 2022
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Last activity Nov 11, 2024
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Latest activity by Rachael Kolman
Rachael Kolman created a post,
We've had great feedback with being able to customize our workspace for our agents. One thing that our agents did notice that would be helpful is if the selections made on the ticket (as far as resizing the columns, opening a side conversation or clicking into the knowledge panel) would default back to the original view when going to the next ticket. Our agents use our customer context panel on the righthand side panel at the beginning of almost every interaction. When the agent needs to open a side conversation or use the knowledge panel and then moves on to the next ticket, they have to click out of the side conversation and click back into the customer context on the next ticket. It would be great if it defaulted back to the original view when looking at a new ticket. This would help too when working between multiple tickets too. It would be most helpful for the agents to see the default view when clicking into a new ticket, rather than “saving” those selections between two tickets. The agents have extra clicks on every single ticket because they're clicking back to the information they need.
Edited Sep 09, 2024 · Rachael Kolman
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Rachael Kolman commented,
Hello,
Few pieces of feedback from our agents after using this for a few weeks. It would be nice if you could see the most used statuses at top or have the option to reorder what you see. It would also be nice to have a timer to show how long you've been in that state Ex: Break, Lunch, After Call Work so the agent can reference that without setting / looking at another app for a timer. Thanks!
View comment · Posted Aug 15, 2024 · Rachael Kolman
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Rachael Kolman commented,
It would be nice if we had a central spot to add an agent's role, role within product, groups, capacity and skill. I just added seven new people to my instance and had to go multiple places to add them to groups, skill them, add them to the correct capacity plan then update their permissions for their roles. Since capacity plan and skills are added by agent, you should have a central spot for it. Ex: Role and Access in the Admin Center where you update their role and access to the different products. This would save time, effort and would help ensure the agent is added and skilled properly in one step.
![](/hc/user_images/01J4SB8T94Q3HAHKW28JCNM3CN.jpeg)
View comment · Posted Aug 08, 2024 · Rachael Kolman
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Rachael Kolman commented,
I'd like to add, our company finds little value in the AI Summary Feature with the internal note taking as much space as it does. The note itself takes up so much space an agent working the ticket can't view anything else. Making this collapsible would be beneficial as it would allow our agents to view this note only when needed and would allow the agent to focus on the relevant information on the ticket without having to scroll.
View comment · Posted Aug 08, 2024 · Rachael Kolman
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Rachael Kolman commented,
It would be nice if we could add in conditions based on a custom status outside of Channel. We have agents who work multiple brands or within multiple groups, who sometimes need to get added or removed from groups when working specialty tasks. It would be nice if we could have a status with the condition of, “Only serve agent tickets from this group,” even if they show online and are apart of that group.
View comment · Posted Aug 01, 2024 · Rachael Kolman
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Rachael Kolman commented,
For call transcriptions in Zendesk, this internal note takes a lot of space. Are there any plans to be able to minimize that note to only make it available when it needs to be referenced?
View comment · Posted Aug 01, 2024 · Rachael Kolman
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Rachael Kolman commented,
Is there a way to provide feedback if we see the call transcript didn't quite follow what took place on that call? I've seen a few examples of this, wondering if there is a way to provide feedback on the summary provide?
View comment · Posted Jun 26, 2024 · Rachael Kolman
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Rachael Kolman commented,
Agnieszka Czajka has there been any update on when we will see permissions extended to outside of admins? I know the reference was Q2, wondering if there's a tighter timeline on that? Also adding, I agree, having the agent states visible without having to drill into a metric would be very useful.
View comment · Posted Jun 14, 2024 · Rachael Kolman
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Rachael Kolman commented,
I agree with Jahn Bronilla. I as an Admin am not often in looking at agents statuses, but my supervisors are. I hope we can't extend this feature to be set by role in the future.
View comment · Posted Mar 05, 2024 · Rachael Kolman
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Rachael Kolman commented,
We have teams that need access to additional agent states that our Tier One agents don't need access to. It would be nice to be to limit the states that are shown to the agents based on their role or groups or have the option to hide certain agent states by creating an additional contextual workspace. It would also be nice to be able to have a search bar so that the agent could quickly search for the state by the name. Is there a way to do either of these things now or is this on the roadmap at all?
Thanks!
View comment · Posted Feb 27, 2024 · Rachael Kolman
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