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Jason V

Joined Sep 12, 2023

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Last activity Nov 21, 2024

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ACTIVITY OVERVIEW

Latest activity by Jason V

Jason V commented,

CommentRouting

Hi Barry - hoping you can help us with this routing TALK. 
Our goal is to get the calls to ring in the location they are coming from first, and then fall back to the second location.

 

We've setup 2 queues, one for location A and B.

Set triggers to add the tag location A or B based on the area code of the caller.

 

When calls come in, the tag is added and presumably hit the Queues in order. 

 

1. TALK Settings - I've had an omni_routing tag as part of the IVR setup - is this required?

2. Routing Configuration - I've added a Round Robin (I don't want the calls based on capacity)

 

 

Am I missing something here?

 

Calls coming in ARE getting the queues and ringing the right group - but we received 100 calls today and only ONE agent in each group was getting all the calls. What am I missing?

View comment · Posted Nov 21, 2024 · Jason V

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Jason V commented,

CommentRouting

I'm really struggling with the round robin here. We have received huge uptick in calls and its putting the queues and routing to the test.

 

We're noticing our calls are routed to the right group based on routing trigger & queue trigger - however only 1 person in each group is receiving the calls.

 

Are there any other settings we need to adjust for this to work?

View comment · Posted Nov 21, 2024 · Jason V

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Jason V commented,

CommentWorkflow best practices and recipes

I have this setup currently but I'm noticing only 1 agent from each group is getting the calls. Everyone else has 0. 

What other conditions are impacting other users not getting the call within the group?

View comment · Posted Nov 21, 2024 · Jason V

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Jason V commented,

CommentMeasuring success

Following for updates on the reporting component

 

View comment · Posted Oct 30, 2024 · Jason V

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Jason V commented,

CommentMeasuring success

Thank you Tetiana, is there an article for me to see waht these 2 placeholders pull up?

 

View comment · Posted Oct 23, 2024 · Jason V

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Jason V commented,

CommentTicket customization

How can we get certain Organizational data to show up in the essentials card?

 

we have diff tiers of support for diff organizations and I can't figure out how to translate the company relevant info to the user essential card. Any tips?

 

View comment · Posted Oct 22, 2024 · Jason V

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Jason V commented,

CommentMeasuring success

With our previous CSAT, we had a 

 

* trigger for Ticket > Satisfaction > Good / Good w/ Comment

* trigger for Ticket > Satisfaction > Bad / Bad w/ Comment

 

Will the results of new CSAT still activate these?

 

Secondly, part of our bad trigger had an automation based on another ZD recipe:

 

{{satisfaction.rating_url}}
 

Does that placeholder still work?

View comment · Posted Oct 22, 2024 · Jason V

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Jason V commented,

CommentRouting

Hi Barry Neary wanted to bump up my ask in case it was missed. I see a lot of discussion here about how to disable flashing messaging accept button - but I need that functionatlity. 

I understand broadcasting chats are not suported with OCR, but I can't figure out how to get messages to be more prevalent other than creating a view where we go in to pick. 

View comment · Posted Jun 21, 2024 · Jason V

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Jason V commented,

CommentRouting

Hey Barry, 

 

So queues solved our talk issue where calls can now be routed to the right office. 

That being said we're noticing its hurting our ability to respond to messages as they get buried in our work loads and we don't respond in a timely enough matter.

 

1. Do queues only work with OCR turned on?

2. if so, is there a way we can retain a flashing accept button with OCR?

 

In an ideal instance:

- Talk - can be routed to the right groups based on region and queues

- Messaging - can be more broadcasted where agents can pick them up in a timely matter

View comment · Posted Jun 20, 2024 · Jason V

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Jason V commented,

CommentAdditional ticket channels

What is the experience supposed to look like for the agent?

Currently most of the messages sit in the new ticket as unassigned.

 

I did notice a few were assigned but never replied to as they may have been buried in the agents open tickets. Is there any warning, or flashing accept option for the agent to see that they have received the chat, or is this dependant on them refreshing their page and looking for messages? 

 

View comment · Posted Jun 18, 2024 · Jason V

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