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Christina Fountain

  • Total activity
    79
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Activity overview

Latest activity by Christina Fountain
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    Christina Fountain commented,

    Hey Rajat,  Thanks for the response. We encourage our agents to end chats right away to maintain efficiency of our chat workflow. From a workforce management perspective, asking agents to do otherw...

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    Christina Fountain commented,

    Hey Zopim, Is there any information you can provide about this request? Our agents are really struggling without any buffer between ending and incoming chats - they are not able to continuously clo...

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    Christina Fountain created a post,

    Interrupted Chats - diner chats in and is assigned and offered to original chatter

    Answered

    Hey Zopim,  I've had several agents express frustration with what happens when the customer leaves the chat.  The original agent sees that the customer has "gone offline." But then the customer cha...

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    Christina Fountain created a post,

    Mass Enforce Alias for All Agents

    Hi there,  I want to use personalized emails but I need to ensure all of my agents are responding to emails with their first name and last initial only.  As an admin, am I able to restrict or enfor...

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    Christina Fountain created a post,

    Trigger for incoming assigned chats

    Hi Zopim, We are thinking about setting up a trigger that will auto reply when a chat is assigned. We're struggling with having the initial reply come from "Customer Care" rather than the name of t...

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    Christina Fountain commented,

    Hey Ramin, I wanted to add to your point of  Better roles and permissions is something we are looking into across products (Zopim, Zendesk, BIME, Voice). This is a fairly big change so you might n...

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    Christina Fountain created a post,

    Disable Agent Level Idle Timeout

    Hey Zopim team,  We just noticed a feature that allows agents to change their status after a period of inactivity. We would prefer if agents were not able to adjust these settings.  This request co...

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    Christina Fountain created a post,

    Error Adding Tags

    Hi Zopim,  Our agents are getting the attached error when trying to manually add tags to Zopim chats. It was working for some agents in the past (myself included) but I've shadowed multiple agents ...

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    Christina Fountain created a post,

    "Fade" ended chats

    Answered

    Hey Zopim,  This ticket is related to a past ticket (#1578830). Our agents continue to express concern over there being no delay in a chat ending and getting a new chat. Our agents are used to abou...

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    Christina Fountain commented,

    Thank you, Mehul! Much appreciated!