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Rob Lajeunesse

Joined Jul 11, 2022

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Last activity Jul 18, 2023

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ACTIVITY OVERVIEW

Latest activity by Rob Lajeunesse

Rob Lajeunesse commented,

Community comment Feedback - Chat and Messaging (Chat)

Simple answer, it's because it's custom code enabled by Sunshine Conversations.  To fully use that, you likely need a developer and additional SKU when you exceed a relatively small amount of MAU.

 

Agree this should be standard.

View comment · Posted Jul 18, 2023 · Rob Lajeunesse

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Rob Lajeunesse created a post,

Post Feedback - Chat and Messaging (Chat)

For our chat experiences, we need to be able to set better expectations in Messaging around agent availability and potential waiting times/spot in the chat queue.  This would help customers understand if they want to wait and chat live, or take it async.

We use a ton of offshore resources so we don't have consistent ticket ownership, so this is a critical feature for us.

Posted May 04, 2023 · Rob Lajeunesse

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Rob Lajeunesse created a post,

Post Feedback - Chat and Messaging (Chat)

We have a use case to be able to identify words during a Messaging conversation and provide real time guidance to our agents in escalations scenarios.  Example would be a customer threatening BBB, or some sort of legal action, that would tag and provide real time guidance to the agent on how to handle.

Posted Apr 27, 2023 · Rob Lajeunesse

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Rob Lajeunesse commented,

Community comment Feedback - Chat and Messaging (Chat)

Agree with all the sentiment here, this is crazy it hasn't been prioritized.  This and time based triggers to prompt a message to restart the bot should be table stakes especially if this is a core part of the Product.

Zendesk proving they are not enterprise-grade by not only continuing to deprioritize this, but also other critical functionality gaps (e.g. can't report on missed chat data with Omnichannel routing, basic metrics missing in Explore).

View comment · Posted Apr 14, 2023 · Rob Lajeunesse

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Rob Lajeunesse commented,

CommentRouting

Also having similar issues as the posting above with agents getting assigned a bunch of tickets through the EAP.  It almost seems like tickets are being assigned without the agents clicking the accept button but want to confirm behavior as designed.

View comment · Posted Mar 14, 2023 · Rob Lajeunesse

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Rob Lajeunesse commented,

CommentReporting and analytics for help center

There's still a gap here for GA4 support for the Messaging widget.  When will GA4 work with Messaging to fire events?

View comment · Posted Feb 02, 2023 · Rob Lajeunesse

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Rob Lajeunesse commented,

CommentRouting

Barry Neary few feature requests as we're standing this up:

  1. The ability to group and organize statuses for agents is critical for agent experience.  It would be great to group productive and break statuses together so agents can quickly find custom statuses.  This is critical for our BPO Vendor Management.
  2. Having some ability to do fallback routing for Voice would be great to have sooner, rather than later, or some ability to prioritize based on a group what tickets agents get first.
  3. With custom statuses, being able to remove default statuses as long as we have equivalents setup to keep agent experience more cleanly.

View comment · Edited Nov 28, 2022 · Rob Lajeunesse

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Rob Lajeunesse commented,

Community comment Feedback - Reporting and analytics (Explore)

Agree on this feature, this is table stakes.  

 

Not sure Dane what you mean above by a "much simple" visualization/chart type, that's not really a workaround, it's forcing users to leverage a different visual (which you all call out in the article that the charts are best for specific data comparisons) to see the legend.  Not a great experience.

View comment · Posted Aug 02, 2022 · Rob Lajeunesse

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Rob Lajeunesse commented,

Community comment Feedback - Ticketing system (Support)

Adding my vote, we need this feature and it should be foundational.

View comment · Posted Jul 11, 2022 · Rob Lajeunesse

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