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Jessica Russell's Avatar

Jessica Russell

Joined Mar 13, 2024

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Last activity Jan 22, 2025

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ACTIVITY OVERVIEW

Latest activity by Jessica Russell

Jessica Russell created a post,

Post Feedback - Ticketing system (Support)

We recently migrated to the agent workspace, and now our call details do not automatically show. We must manually click "show call details" to see the transcription from a voicemail. There is no setting that will automatically default to showing the details. Does anyone have a workaround? 

Posted Jan 22, 2025 · Jessica Russell

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Jessica Russell created a post,

Post Q&A - Reporting and analytics

Is there a way to run a report for tickets that do not have a transcription? We have a backlog of tickets and many of them have a voicemail that does not have a message or transcritpion. We set up a trigger to auto close the tickets going forward that do not have a transcritpion, but I need to run a report for the existing tickets. 

Posted Sep 12, 2024 · Jessica Russell

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Jessica Russell created a post,

Post Q&A - Talk and text

We noticed that some of our tickets have voicemails with background noise. The transcription piece transcribes words that are not there from the noise, creating an unnecessary ticket for us. We have the setting turned off for “create ticket for abandoned calls,” and we have a trigger created that will auto-close tickets without a transcription. How do we prevent this?  

Posted Sep 12, 2024 · Jessica Russell

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Jessica Russell created a post,

Post Feedback - Ticketing system (Support)

Currently, you can only filter tickets dates by  any, 24 hours, 7 days, 30 days, 3 months, 6 months, year, and over a year ago.  We would like the ability to have a custom date filter. 

 

We had an issue where Twilio's transcription process was down and they had to backfill our transcriptions. I had to manually go through 150+ pages of tickets to find a specifc date. 

Posted Sep 05, 2024 · Jessica Russell

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Jessica Russell created a post,

Post Q&A - Tickets and email

1. Is there a way to prevent a ticket from being created if the customer does not leave a voicemail or no transcription is detected? 

2. Is there a way to prevent a ticket from being created if the voicemail or transcription is less than 9-10 seconds? 

Posted Mar 13, 2024 · Jessica Russell

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