User 5629941
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Total activity46
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Last activity
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Activity overview
Latest activity by User 5629941-
User 5629941 commented,
Tim G We had the same trouble. I loved using Omnichannel when we first launched - it made such a positive impact on our delivery of service to customers. But we then implemented the chatbot on our ...
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User 5629941 commented,
Its interesting reading this thread as i have had to turn omnichannel off completely as it just does not work with the messenger channel. I cannot find a way for tickets to not automatically assign...
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User 5629941 commented,
Is it possible to turn this functionality off when using Omnichannel? Inactive messages in omnichannel routing An inactive messaging ticket (more than 10 minutes without a reply) is automatically...
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User 5629941 commented,
This seems like such an important metric to track? Are there any plans to add this metric into Explore? Surely every business needs to understand how quickly each email reply or live chat reply fro...
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User 5629941 created a post,
How do I measure the total number of customer tickets per day
AnsweredI am losing my mind and I am sure this is very simple! I want to create a graph to show me the total number of tickets that required agent attention every day. I want to show new tickets, open t...
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User 5629941 commented,
Is it possible to customise the view for users based on brand? We have an integration that is pulling user ID's and other user information from different places for 2 different brands. Currently al...
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User 5629941 commented,
Is there any way yet to see what customers are typing when they have asked a question and have not been transferred to an agent? When I look at the containment report within Explore / Answerbot Fl...
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User 5629941 commented,
I have followed these instructions but I cannot find 'calculated metrics' that I added in the Row's to select? I am not sure where I have gone wrong?
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User 5629941 commented,
Looking for some advice I am using omni channel to distribute all of our tickets to the relevant group based on SLA / priority of the ticket. I am also using flowbuilder to increase self service....
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User 5629941 commented,
Has anybody worked out how you can change the notification behaviour of the messenger channel tickets based on SLA's set? I have flow builder in place which decides if a ticket needs to have a l...