Mari-Liis
- Total activity 47
- Last activity
- Member since
- Following 0 users
- Followed by 0 users
- Votes 10
- Subscriptions 19
Activity overview
Latest activity by Mari-Liis-
Mari-Liis commented,
Hi Brett, I have a question about setting up the chat. I'm using assigned routing and allow 5 chats max per agent at the same time. When the agent has reached the 5 chat limit, the agent's stat...
-
Mari-Liis commented,
Hi Joe, Thank you for the explanation and the tip. Best, Mari
-
Mari-Liis commented,
Hello! I've set up business hours for 1 of my support numbers: 8AM- 8PM EST. I tried calling this number outside of business hours and the settings seem to be correct. Though when I ran a query in...
-
Mari-Liis commented,
Hi Brett, Yes, we're using this practice already (call blocking) but I don't know how to apply it when the number is "unknown" (not available). Thanks, Mari-Liis
-
Mari-Liis commented,
Hi Graeme, Thank you for the clarification! My agents leave most of the tickets pending because they wait for clarification from a user. When there is no reply from the user, the ticket will be s...
-
Mari-Liis commented,
Hi Brett, We use an outsourced company who is taking care of the chat using Zendesk chat tool (they don't use VPN). Though from this specific county we also receive spam and would not like to se...
-
Mari-Liis commented,
Thank you so much, Graeme! :) If I want to provide feedback to my agent then I can say the number I see under Agent updates I assume? Tickets updated gives me a number 204 and agent updates 239.
-
Mari-Liis commented,
Hi Graeme, Would that be a correct set up: I've also tried: Dataset: ticket updates Metric: count (agent activities) Update Hour & date Updater name I see quite different results compare...
-
Mari-Liis commented,
What would be the best practice for blocking these callers? We receive plenty of spam calls from an unknown number and I would like to "mark the ticket as spam" with a hope that it will block this ...
-
Mari-Liis commented,
Hi, I have a question as well- does automatic ticket tagging apply also to talk and chat tickets? Thank you in advance, Mari