Lea Møller Baun
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Last activity
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Activity overview
Latest activity by Lea Møller Baun-
Lea Møller Baun commented,
Is there anyway to set a condition that makes it only fire if the agent has assigned themself/taken the ticket? I see the "Visitor served" condition, but as I understand it has to be both taken and...
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Lea Møller Baun commented,
How would the command look? It doesnt work if i try to work it into the bolean expression. IF (([Call direction]="Inbound")AND (VALUE(Call wait time (sec)) <= 10))AND (Call duration - Call IVR tim...
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Lea Møller Baun commented,
Hey there. Can anybody tell me if this is including or excluding the time the customer spends in the IVR menu? If it is including the IVR menu, is there anyways to make this so it only shows how lo...
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Lea Møller Baun commented,
Hello Walter, yes, I used the formulas that you send to make 2 standard calculated attributes. What do you use as metrics? Because I tried to make one with solved tickets, with just tickets etc, bu...
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Lea Møller Baun commented,
Thanks Walter,We are getting there!It shows something, but not quite the data. It shows 15.000 tickets, which is not the right data. :/ Do you have any other ideas?
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Lea Møller Baun commented,
I'm trying to make an attribute that sees the following. Tickets solved and tickets created withtin the last 3 hours. Any idea on how to make that work? My metrics are tickets solved and tickets c...
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Lea Møller Baun created a post,
Talk: IVR missing phone options (opt-out/in, callback)
AnsweredI am setting up an IVR system for our clients - but they want the Opt-out possibility and call back. This is not available to set up in the IVR system, so we have had to make a workaround from thei...
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Lea Møller Baun commented,
I am setting up an IVR system for our clients - but they want the Opt-out possibility and call back. This is not available to set up in the IVR system, so we have had to make a workaround from thei...