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Atanas Tomov

Joined May 25, 2023

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Last activity Feb 17, 2025

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ACTIVITY OVERVIEW

Latest activity by Atanas Tomov

Atanas Tomov created a post,

Post Feedback - Chat and Messaging (Chat)

Hi Team,

 

We are currently looking into implementing the “End Session” feature for Messaging. However, we noticed that when enabled, the feature is activated at the instance level and not per brand.

 

By making it per brand, we will have more granular control, which is something Admins should always have for every new functionality that is released. 

 

We are not currently directly affected by the lack of this functionality. However, in the future, should stakeholders want this feature enabled on one brand and not the other for one reason or another, we would like to have this as an option.

 

The ideal solution would be to simply have a toggle for brands when “End Session” is enabled.

Posted Jan 10, 2025 · Atanas Tomov

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Atanas Tomov created a post,

Post Feedback - Reporting and analytics (Explore)

Hi Team, 

 

Recently, we needed a more in depth reporting capabilities in terms of checking agent capacity historically to determine whether an agent was at full capacity at the time when a messaging conversation was requested. 

 

We were attempting to use the default Omnichannel dashboard to find this information, however it was missing some metrics and attributes to accurately establish an outcome. 

 

One of these attributes is Ticket ID, which will help us see on which tickets the agents were working on during a specific time-frame. Another attribute which is missing is the agent status.

 

We would appreciate if these can be added and the omnichannel dataset is further developed as it can show a lot of in depth and important data which is crucial for properly managing team workload.

Posted Dec 10, 2024 · Atanas Tomov

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Atanas Tomov commented,

Community comment Feedback - Help Center (Guide)

Hi Orsolya Forster

Idea behind this suggestion is to have control over published articles and their visibiliy.

Our particular use case in this situation would be the following:

- An end-user has a very specific or sensitive issue/topic he needs to have information for. 

- We create an article specifically for this case, however since it could be sensitive - we do not want to expose this article to all end-users. 

- We need to have visibility restrictions on articles which will allow us to publish this article but not make it publicly visible.

- By utilizing this restriction, only Admins and relevant team members with access will be able to view the article, then the URL of this article can be taken from the address bar and sent directly to the end-user, so that he can view it as well.

 

This is somehow similar to custom forms which can be seen and accessed by end-users only via a direct link to the form itself. 

 

Let me know if you need more information on this topic. 

 

View comment · Posted Nov 12, 2024 · Atanas Tomov

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Atanas Tomov created a post,

Post Feedback - Chat and Messaging (Chat)

Hi Team,

 

I wanted to bring to your attention a recent announcement from Zendesk regarding user suspension for the messaging channel. Link to article can be found here.

 

We’ve had some interest and questions about this new functionality, which were addressed by a support representative. According to the information provided, the permission to suspend users is granted based on the agent’s role. This is quite disappointing for us, as we use Unified accounts where all contact details (email, phone number, external ID, etc.) are consolidated in an end-user’s account. Consequently, this feature becomes completely obsolete for our needs.


The current role-based permission means that if an agent is granted this ability, they will suspend not only the messaging channel but all other communication channels for an end-user. This broad scope of suspension is not practical for our operations.

 

For the future, we strongly recommend making permissions more granular, for example specifically making this one based on channel rather than role to accomodate a broader audience of your customers including us, who find the current implementation unusable.


Thank you.

 

 

Posted Nov 04, 2024 · Atanas Tomov

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Atanas Tomov created a post,

Post Feedback - Chat and Messaging (Chat)

Hi Team, 

 

Currently there is no way to differentiate between Authenticated and Non-authenticated end-users in Messaging when reporting in Explore. 

We are currently looking to activate Messaging for both types of customers and therefore we will need to divide them within reporting.

 

Having some kind of native solution will really help us to determine volumes of each contact origin in terms of authenticated or not customer. 

 

We are currently being affected by this lack of functionality and subsequently looking for workarounds which we are currently in the works of.

 

Ideal solution would be to tag these interactions with a system tag, so that they can later be divided in Explore. 

 

 

Posted Sep 13, 2024 · Atanas Tomov

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Atanas Tomov commented,

Community comment Feedback - Voice (Talk)

We are currently exploring this feature for possible implementation and also encountered this limitation for Callback functionality. Being able to select particular working hours for this feature will greatly improve its efficiency, usability and most importantly the end-user experience. Offering a callback when the support team is close to EOD (last hour) is not a good end-user experience as there will be no one to pick it up. 

 

Another thing I would like to bring to your attention is the inability to customize the 3 sub-greetings when requesting the callback. The pre-recorded messages are too robotic and mundane. 

 

@..., do you have any updates about it and is it on your roadmap currently?

View comment · Edited Aug 01, 2024 · Atanas Tomov

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Atanas Tomov created a post,

Post Feedback - Admin Center

Hi Team, 

 

We have noticed that in the new Consolidated Macros Management interface, in some cases the macro name column will overlap the date created column if it is too long:

Additionally, it would be great if a couple of new columns will be added such as “Created by” and “Last update by”. This will be highly useful for audit purposes.

 

No workaround is currently possible for either feature improvements.

Posted Jun 21, 2024 · Atanas Tomov

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Atanas Tomov created a post,

Post Feedback - Help Center (Guide)

Hi Team, 

We have noticed that Videos on the Help Center can only be displayed through online video streaming platforms such as YouTube, Vimeo etc.

If we would like to display a particular video on our help page, we have to upload it to one of these platforms and then link it to our Help Center.

However, this could sometimes be a blocker or the process could take time or these videos are intended to be visible only to our end-users , so we would appreciate the ability to manually upload videos in certain formats to Help Center library which we will then be able to use freely.

Edited Jun 21, 2024 · Atanas Tomov

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Atanas Tomov commented,

Community comment Feedback - Reporting and analytics (Explore)

Hi Karen, 

 

Metrics which I think could be useful for the dataset are: 

 - Tickets reassigned to secondary group

 - Reopened tickets which were initially assigned to secondary group

 - Primary and secondary group first reply time

 - Requester wait time in queue

 

These are just some of the main ones which I could think of, however more metrics will always be appreciated to accurately measure the performance of these queues.

View comment · Posted Jun 20, 2024 · Atanas Tomov

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Atanas Tomov created a post,

Post Feedback - Admin Center

Hi Team, 

 

Due to different customer segments internally and different global phone number regulation requirements, we are needing a new feature in triggers & automations. To accurately contact end-users via SMS (Text), we need new options which will help us identify the country code of the end-user, so that we may contact him via one of our phone numbers which matches his country code. 

 

Problem which this will solve is that we will have a much higher success rate in reaching our end-users. Additionally, this would be much more cost effective given that local price is lower than international price. 

 

No workaround is currently possible with currently configuration settings in triggers & automations.

 

Ideal solution would be to add additional conditions and actions to business rules that will cover this need. 

 

Thank you. 

Posted Jun 19, 2024 · Atanas Tomov

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