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Steven Hampson

Joined Dec 07, 2022

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Last activity Feb 12, 2025

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ACTIVITY OVERVIEW

Latest activity by Steven Hampson

Steven Hampson commented,

CommentBuilding reports

Can we have an attribute for Time Session Ended? I don't see any value in adding the End Session feature if we are not able to report on it, or use it in calculated metrics. Thanks! 

View comment · Posted Jan 31, 2025 · Steven Hampson

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Steven Hampson created a post,

Post Feedback - Ticketing system (Support)

Hi there, 

 

I would like to request the ability to have agents make calls on a 2nd line, and to be able to return to the caller on line 1 etc. 

 

Our use case is: we have end users calling, which often requires our agents to then make a call to a vendor, who then put our agent on hold in turn. 

 

We would like agents to be able to switch back to the end user to say ‘I’m still here, if you could continue to hold' or to give progress updates, so they know they are still being attended to. Then go back to the vendor call for further updates. 

 

We do not want to transfer the call, and we do not want to do a 3-way consultation call. Currently, the only option is to do a ‘consult before transfer’ but then we can't go back to the end user until the vendor call is ended and sometimes the end user hangs up before then. 

 

Being able to have a simultaneous call on ‘line 2’ would really enhance our CX. 

 

Thanks, 

 

Steven. 

Posted Jan 30, 2025 · Steven Hampson

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Steven Hampson commented,

Community comment Q&A - Chat, messaging, and widgets

Hi there, 

 

I have the same question, because we are seeing the same behaviour. We are not able to use external_id as most of our customers will not exist in our instance so we need to use the email. But when a customer does exist, it creates a duplicate, even without using the ‘email_verified = true’. 

 

Was there a solution for this, or do I need to raise a support ticket? 

 

Thanks, 

Steven. 

View comment · Posted Jan 08, 2025 · Steven Hampson

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Steven Hampson commented,

CommentUsing AI agents for messaging

What happens with the feedback once submitted? If I see something in the unresolved list that actually was resolved and I mark it as such, will it move it over to the automated resolutions? Thanks. 

View comment · Posted Dec 19, 2024 · Steven Hampson

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Steven Hampson commented,

CommentUsing AI agents for messaging

Hi there. We are new to Messaging Bots and I'm trying to understand the numbers. There seems to be a contradiction I wonder if someone could help clarify. On the Insights Dashboard, it defines Active Users as ‘users who sent at least one message to the AI agent’; in this article it states ‘Total number of unique users who actively participated in the conversation, meaning they were sent messages or selected options presented by the bot.’

 

It is users who sent or received at least one message? (I think it makes more sense if the word “were” is removed from the article definition, but not sure if that's correct.)

 

Thanks! 

View comment · Posted Dec 18, 2024 · Steven Hampson

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Steven Hampson commented,

Community comment Feedback - Voice (Talk)

Ferran Barneda Hi Ferran - thanks for the response. Yes, I tried it and that does work. Great news, thanks for letting me know! 

View comment · Posted Dec 16, 2024 · Steven Hampson

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Steven Hampson commented,

Community comment Feedback - Voice (Talk)

We need this option as well - we are a global organisation with users in many countries, so ideally we need to let the users set a preference for default (or have it based on their profile). It might seem minor but it is a source of frustration when people are dialling out frequently. If we can't have user preferences, then we would like to at least set it to the most used (which it currently is not - our instance is a UK one but most of our staff are in the US). 

View comment · Posted Dec 05, 2024 · Steven Hampson

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Steven Hampson commented,

CommentRouting

Thanks Barry! We did consider reducing the maximum capacity but that doesn't work well either because we still want all tickets assigned within a certain timeframe. And if we set the early starters to a lower capacity than others, it means the people that start later will get more overall. We are doing trials and will continue to monitor and modify the capacities but having a limit per hour would remove a major barrier for us in going all-in with the Zendesk native routing. Thanks for considering it :)

View comment · Posted Dec 04, 2024 · Steven Hampson

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Steven Hampson commented,

CommentRouting

I have the same issue as Morten, we have some people that start earlier than others, but it means that the first person to log in in the morning, gets all the tickets that came in overnight. There needs to be an option similar to how it works in the Round Robin app, where you can set a limit like ‘5 per hour’ so that it keeps it fair when agents have staggered start times. 

View comment · Posted Dec 03, 2024 · Steven Hampson

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Steven Hampson commented,

CommentRouting

Thanks Barry! I'm not sure if that will give me exactly what I need because I want to know if something looks like it should match but was not routed correctly - ideally I'd want it to tag after it enters the queue so I can check performance. But I'll give that a try, it might be enough. Thanks for the suggestion. Steven. 

View comment · Posted Nov 13, 2024 · Steven Hampson

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