Kenny Rohan
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Total activity40
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Last activity
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Activity overview
Latest activity by Kenny Rohan-
Kenny Rohan commented,
Thanks Sean, can I trouble you for a recipe to set that up?
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Kenny Rohan created a post,
Wait time metric for return call from a voicemail
AnsweredHello, in our past call center systems, the wait time for a callback from the time the customer left the voicemail was measurable along with live hold time. I cannot find a method to measure that w...
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Kenny Rohan commented,
Today we decided to disable omnichannel routing. as the only reason we were using it was for the custom status's which we've established don't provide much benefit since they don't show up in the d...
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Kenny Rohan commented,
Great and thanks for the advice!
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Kenny Rohan commented,
What I've done for now is I've moved our automation above the default one in the automations list. I've moved the default one to the bottom. Do you think that might help?
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Kenny Rohan created a post,
Voicemail treatment and reporting
AnsweredIn past call center services we've used, the wait time reports also took into consideration how long the voicemail waited before getting a callback. So wait time reports were truly inclusive of liv...
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Kenny Rohan commented,
Hi Anne, thanks for the explanation. But as I mentioned we only want tickets to be able to close if they've met the conditions with tag okay_to_close. We originally had this automation in place wit...
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Kenny Rohan commented,
Hi, I am not sure when this default Close ticket 4 days after status is set to solved automation was added. And we recently updated to Enterprise. But we've always had our own automation (much the ...
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Kenny Rohan commented,
Hi, not sure if this fits into this scenario. We are looking for a way to have the "waiting for available agent" greeting played periodically during the customers holding time. Currently it plays i...
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Kenny Rohan commented,
Today an agent left for the day and forgot to sign out. His status still shows On Call and since we use Omnichannel routing I cannot sign him out. This is going to skew our metrics.