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Kelli
Joined Jan 31, 2023
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Last activity Mar 21, 2024
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Latest activity by Kelli
Kelli commented,
+1 we are working on the move from Chat to Messaging which has a lot of moving parts for us. It's unfortunate that we cannot truly test how the bot handles questions that could be answered by an article in our production environments. We also have multiple brands and help centers, so I'm not positive how to connect the multiple widgets to the correct help centers.
View comment · Posted Jan 24, 2024 · Kelli
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Kelli commented,
Under Chat APIs, it says, "Some are expected to be supported in the messaging GA release." Is Messaging not GA?
View comment · Posted Nov 28, 2023 · Kelli
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Kelli commented,
I think Table 1 needs to be reviewed. I think some items are out of date, or I'm confused. Remove the Zendesk logo from the Web Widget is an option in my sandbox for messaging.
View comment · Posted Nov 27, 2023 · Kelli
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Kelli commented,
We have the same problem, and was hoping for the same solution (color branding by Brand). We have a small agent population that supports multiple brands. Although the brand is visible on in the agent workspace as a field, it gets missed by the agents. I'm looking for a way to make the less frequent brand more obvious. I also looked into using a trigger to automate an internal comment, but turns out that is not possible either.
View comment · Posted Nov 24, 2023 · Kelli
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Kelli commented,
First, THANK YOU Tom Erik Skjønsberg. That's exactly what I needed. The way my gmail works, I didn't scroll down far enough to realize there is a second separate email with another zip file. When you provided the name of the zip file, that is what made me realize this! I was only ever seeing the first zip file chat_analytics.
Second, sharing a bit of hopefully helpful info. I saw what you mean about the date and time being a string instead of datetime in Excel. I found that if you copy/paste the data into Google Sheets, it reads it correctly and makes it a usable datetime field without formulas and whatnot. Then you just need to add or subtract your timezone difference. For me, we are currently 5 hours different, so I needed to subtract by 5hr/24hr = 0.2083 of a day. Basically this is just saying 5 hours is 0.2083 of a day so sheets knows to take that from the time. (If you just -5, you'll subtract from the days instead of the time.)
View comment · Posted Oct 27, 2023 · Kelli
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Kelli commented,
I get how to do the export. I've done that. It doesn't provide what I'm saying I need. Tom Erik Skjønsberg. Where in that export do you get information on agent status?
View comment · Posted Oct 25, 2023 · Kelli
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Kelli commented,
Tom Erik Skjønsberg When was an agent online waiting for a chat? When was that same agent listed as away? How much of agent's day was spent serving chats?
You can see some of this by hovering over each day, but you can't see an aggregate view or the exact times agents moved in and out of these statuses. You can see the below info in the dashboard, but not in Explore reporting at all from what I can find.
View comment · Edited Oct 24, 2023 · Kelli
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Kelli commented,
Thanks for trying Tom Erik Skjønsberg, but exporting doesn't get me information on agent status (i.e. online, away, serving, etc.).
View comment · Posted Oct 24, 2023 · Kelli
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Kelli commented,
Any updates on this? I'm looking for historical agent status for chat specifically. I can see it in the Chat analytics but only on a daily level. There is no way to parse it out by time or summarize in aggregate (that I can see).
View comment · Posted Oct 20, 2023 · Kelli
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Kelli commented,
What time zone is used for the times listed on this page? I don't see it clarified anywhere.
View comment · Posted Aug 08, 2023 · Kelli
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