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Rachel G.
Joined Oct 16, 2021
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Last activity Oct 03, 2024
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Latest activity by Rachel G.
Rachel G. commented,
Looking forward to this feature release! Hopefully, it is available soon.
View comment · Posted Oct 03, 2024 · Rachel G.
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Rachel G. commented,
Totally agree with Carlota B and the other members here!
View comment · Posted Aug 01, 2024 · Rachel G.
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Rachel G. created a post,
It would be helpful to have Messaging Trigger conditions that are based on a choice selection of a busines schedule that has been created in my account. Using the hour of the day actions in UTC is VERY confusing to me. I'd much rather set a condition such as “During Business Hours | Is | True” (as an example) and have it be linked to a schedule I have created for messaging specifically (as our hours are different for Live chat/messaging vs. support via other channels). Again, it would be create to explore conditions such as “During business hours” / “Outside of business hours” with the capability to link it to a specific schedule.
Posted Aug 01, 2024 · Rachel G.
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Rachel G. commented,
Are the actions for messaging triggers defined anywhere? Looking for an article on that.
View comment · Edited Aug 01, 2024 · Rachel G.
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Rachel G. commented,
FEEDBACK: I was experiencing an issue where messaging tickets created outside of our business hours would flood the first agent to set themselves Online and capacity rules would be ignored by the system. After contacting support, it was suggested that I turn on Messaging Activity Routing which I did. Messaging Activity Routing eliminates that issue I was experiencing initially but creates another one: if all/most of the message tickets created outside of our business hours haven't been resolved yet, new LIVE messaging tickets cannot be assigned. Are there any workarounds? What I want to achieve is 1) First online agent does NOT get flood with ALL messaging tickets 2) LIVE messaging conversations are prioritized over any messaging tickets that were submitted outside of our business hours since those customers are no longer live. Messaging tickets submitted after hours should be treated/routed link email tickets.
View comment · Posted Jul 08, 2024 · Rachel G.
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Rachel G. commented,
Feature Request: Ability to enable and customize a pop-up confirmation box when tickets are submitted/updated under specific statuses (especially, statuses Pending & Solved).
The idea is to have the pop-up include reminders regarding our internal processes and then allow our agents to select between two confirmation options such as Cancel/Go back OR Continue/Submit Ticket. This would be very helpful for our team because it's NOT uncommon for agents to accidently submit tickets under the wrong status which oftentimes leads to customer upset/confusion. For example, an agent may accidently mark a ticket as Solved when the appropriate status to use is On-Hold. When an error like this occurs, our CSAT survey is sent out prematurely and customers will update the CSAT survey, leaving a negative review. Once this error is clarified and the question/concern is later resolved, it is hit or miss as to whether the customer will update the CSAT survey. We run into similar problems when agents misuse the Pending status.
That said, I'd really love if this feature could be implemented at some point. Thanks!
View comment · Posted Jun 14, 2024 · Rachel G.
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Rachel G. created a post,
I would like to see the following updates made to Agent Home:
- Talk channel tickets should be included ASAP (Agents can easily miss/forget about assigned Talk tickets/voicemail tickets since they are not included there - such delays will lead to unhappy customers)
- Good, Bad and Solved ticket counts clickable under Ticket Statistics as with the legacy dashboard (this allows agents to easily review those tickets, especially bad rated tickets - part of our process is following up on those so they need to be easy to access)
I understand that views can be created to access these things but that means more time spent navigating elsewhere and lessens efficiency. All of these things should be accessible directly from the Agent Home space.
Looking forward to the improvements!
Posted Feb 02, 2024 · Rachel G.
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Rachel G. commented,
Hoping this is offered ASAP
View comment · Posted Oct 30, 2023 · Rachel G.
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Rachel G. commented,
Hoping that this feature is made available ASAP
View comment · Posted Oct 30, 2023 · Rachel G.
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Rachel G. commented,
Is there a way to download/export the library?
View comment · Posted Apr 19, 2022 · Rachel G.
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