Tobias Hermanns
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Total activity295
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Last activity
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Activity overview
Latest activity by Tobias Hermanns-
Tobias Hermanns commented,
Hi Volkan, we are also still intrested into "Agent Capacity" feature and how to combine this with our Omni-Channel Support (all Agents need use Talk, Chat, Mail at same time) and combine with our...
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Tobias Hermanns commented,
Hi, any news when subject instad of requester, will be added (back) as it was without Agent Workspace?
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Tobias Hermanns commented,
Hi LJ, i want to exclude Lunch break 12:30 to 13:00 every day from report (Talk Dataset). I tried:IF DATE_FORMAT([Leg - Timestamp],"HH:MM") >= "12:30"AND DATE_FORMAT([Leg - Timestamp],"HH:MM") < "...
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Tobias Hermanns created a post,
Explore - How to exclude lunch break time from reporting i.e. 12:30pm-1:pm?
AnsweredHi! I hope someone can help me. I want to build a custom metric / filter in Explore, to exclude in Talk Dataset all calls between 12:30pm to 1pm. I can use Leg -Hour but when select 12 it will excl...
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Tobias Hermanns commented,
Hi Amy, What about the issue that tabs when long idle can't get customer updates publish within the ticket? We have so many agents need refresh the tab to see customer update which is not push to...
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Tobias Hermanns commented,
I can confirm the same. KC APP and Knowledge suggesting different things from Top to Bottom.
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Tobias Hermanns commented,
Hi, we also report this issue few days ago to Zendesk Support and it looks fixed now. Can someone here confirm it?We also changed another thing in Agent Workspace, so I want to make sure it´s fixed...
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Tobias Hermanns created a post,
Missing "Flag Article" feature (based on attention for this new tool)
Hi, it looks like the APP can do everything which can KC App also do. But I don´t find "Flag Article" if something goes wrong. Is this feature available or will this come later? Thanks. Tobias
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Tobias Hermanns created a post,
Safe some step, with "Search Icon"
Hi, 80% of our Agents clicked to "Some articles that may help" and though they can search here. Click search Icon 20% only clicked it first. It may be good to have searchbar (to type in) enabled by...
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Tobias Hermanns created a post,
FRQ: Default Language based on Agent profile, not customer language
Hi, our use-case is, that all "English speaking" Agents need support all languages by Translation Apps. So far Knowledge App always show "DE / German" articles if the ticket is German. We looking f...