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Marco Fatone

Joined Apr 10, 2024

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Last activity Jan 14, 2025

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ACTIVITY OVERVIEW

Latest activity by Marco Fatone

Marco Fatone commented,

CommentService Level Agreements (SLA), macros, and CSAT

We currently only use agent working time for our measurements - what type of hours does this SLA take into account? calendar hours or business hours? Our agents are confused by the difference between the time stamp in the ticket and the KPI in the support dashboard.

View comment · Posted Jan 14, 2025 · Marco Fatone

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Marco Fatone commented,

Community comment Feedback - Chat and Messaging (Chat)

In 2024, this option is still not available - it would be a real simplification of the chatbot flow!

View comment · Posted Oct 31, 2024 · Marco Fatone

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Marco Fatone commented,

CommentCustomizing reports

Hi there!

Is it possible to add the "Description" field to the Drill-in attributes?

View comment · Posted May 09, 2024 · Marco Fatone

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Marco Fatone commented,

Community comment Feedback - Ticketing system (Support)

same issues here, any updates after 2 years?

View comment · Posted Apr 10, 2024 · Marco Fatone

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