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Tina
Joined Sep 22, 2023
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Last activity Jan 30, 2025
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Latest activity by Tina
Tina commented,
Hi Barry Neary, regarding your comment reply to D. Fitz on Nov 5. Are there any plans in the future to implement some improvements to cater for this scenario? It would be nice to have some configuration on these tickets that were already replied to that were there before agent signed in (to automatically move to On-Hold so they can receive the more time pressing tickets) or another method.
Currently we are experiencing a similar problem and we've set up some automations to unassign tickets after being held for some time and changing priorities when the SLA is about to breached, though it is more of a workaround for now. Increasing the capacity isn't really the best solution since:
- If people sign on too early, they get all the nearly SLA breached tickets. Even though who sign on a few minutes afterwards may not get some of that workload and they would need to wait for a team leader to sign on to reassign tickets manually.
- Or people who sign on a little later may not receive any tickets since everyone has higher capacity. They need a team leader to reassign tickets to them manually.
Thanks.
View comment · Posted Dec 02, 2024 · Tina
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Tina commented,
+1 to what Charleen Marhold said.
This is what we need in our organisation.
It's a bit risky to give admin access to a team member to review bot actions as well.
View comment · Posted Oct 18, 2024 · Tina
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Tina commented,
This is perfect and actually works for our needs as well. Thank you for this tip!!
View comment · Posted Mar 11, 2024 · Tina
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Tina commented,
It's almost been 7 years since this was first raised. Is there an update about the progress for this?
View comment · Posted Feb 12, 2024 · Tina
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Tina commented,
This is actually something we are trying to find a workaround. (Thanks Aaron to the very articulate write-up of what we are also looking for!)
When our CS team advises the customer that they will follow up with them and get an update from another department/third party, the customer will usually write "thank you"-type message. This is something that our company does not count as a reply and we actually advise our team to use a macro (without a reply to the customer). We have an automation for the ticket to reopen after certain timeframes (when we expect for an update from another department/third party) but the problem with this is that it doesn't capture SLA making it very hard to see which tickets to do first (as agents prioritize tickets breaching SLA, the tickets with no SLA are easily missed).
Even if it's something to set up with automation, this would be a lifesaver. Currently we are trying to utilize SLA data for management to see the overall workload pressure, however this is becoming difficult as we have so many blank SLAs and most are related with this issue. Thanks.
View comment · Posted Jan 23, 2024 · Tina
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Tina commented,
I think there should be an option to allow chatbot changes without granting admin access. Currently we have some team members we are promoting to admin temporarily to modify chatbot but this can lead to some risks.
View comment · Posted Oct 06, 2023 · Tina
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Tina commented,
Is there any update regarding importing/exporting content for chatbot for auditing purposes? This would be beneficial for our team as well.
View comment · Posted Sep 22, 2023 · Tina
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