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Jessica C

Joined Jun 14, 2022

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Last activity Mar 05, 2024

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ACTIVITY OVERVIEW

Latest activity by Jessica C

Jessica C commented,

CommentCall routing, greetings, IVR, and recordings

We need the ability for an end user to be able to connect with the agent they originally spoke with without having to go through the queue, be connected with the next agent in Round Robin, and then be transferred.

Our business has a lot of repeat contacts. Is setting up each agent with a phone number in Talk the only way to do this?

View comment · Posted Dec 04, 2023 · Jessica C

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Jessica C commented,

CommentCall routing, greetings, IVR, and recordings

Can you clarify this sentence? New calls are routed first to the agent that is available for the longest time, with the longest time elapsed since they last answered a call. Is it the time in an available status or the time lapsed since the last call (whether available or not) that dictates the next agent? 

Does this mean that if I have the following scenario, Agent C would get the call?

Agent A: Available 320 seconds, last call 6 minutes ago

Agent B: Available 10 seconds, last call 25 minutes ago

Agent C: Available 310 seconds, last call 45 minutes ago

View comment · Posted Apr 25, 2023 · Jessica C

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Jessica C commented,

Community comment Feedback - Voice (Talk)

+1 This is a very basic function. I am learning there are many basic functions this platform simply does not support. Very frustrating and disappointing!

View comment · Posted Feb 01, 2023 · Jessica C

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Jessica C commented,

Community comment Feedback - Admin Center

+1 I went to export and just found out we lost the functionality, so I totally agree!

View comment · Posted Sep 29, 2022 · Jessica C

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Jessica C commented,

CommentViews, ticket status, and ticket fields

This is incredibly frustrating to find out. This should be an mandatory option since you are a HelpDesk solution!

View comment · Posted Jun 14, 2022 · Jessica C

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