Hayley Johnson
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Total activity48
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Last activity
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Activity overview
Latest activity by Hayley Johnson-
Hayley Johnson commented,
How does this work with flow builder? We have some questions where we know the customer will need to open a ticket. Are we able to use flow builder and the generative AI tools at the same time?
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Hayley Johnson 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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Hayley Johnson 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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Hayley Johnson 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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Hayley Johnson 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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Hayley Johnson 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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Hayley Johnson 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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Hayley Johnson 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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Hayley Johnson 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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Hayley Johnson 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....