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Scott Rossner

Joined Oct 31, 2022

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Last activity Sep 22, 2023

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Latest activity by Scott Rossner

Scott Rossner commented,

CommentReporting for Talk

To say, it is not there because it is somewhere else - does not answer the question as to why it is not included in Talk performance statistics.  Answer performance cannot be properly gauged without it.  Your product designers should be aware of that.  Please have this escalated to a Product Expert.

View comment · Posted Sep 22, 2023 · Scott Rossner

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Scott Rossner commented,

CommentReporting for Talk

I have a question.  Regarding available Talk statistics, why is Service Level not a metric?  This is the most important way to measure answer performance in a contact center environment.

View comment · Posted Sep 18, 2023 · Scott Rossner

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Scott Rossner commented,

CommentAdditional ticket channels

Is there any way to establish a multi-skill setup in Talk - we have agents who we would like to handle two different call types, coming in from different phone numbers.  1) Is there any way for an agent to distinguish one call type from another, and 2) can one call type be set up to take priority over the other?

View comment · Posted Jan 23, 2023 · Scott Rossner

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