Hege Farsund Solheim
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Activity overview
Latest activity by Hege Farsund Solheim-
Hege Farsund Solheim commented,
100% agree - sending a ticket as an sms should be a drop-down feature (and not some trigger setup) and allow no signature.
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Hege Farsund Solheim created a post,
Separate schedule/opening hours for callback
We need to ensure that our agents can leave our office building at the end of our opening hours, as we do not have much flexibility in letting agents work after hours. However, with callback, we d...
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Hege Farsund Solheim commented,
I would also really like to see how often a trigger is fired. When using pro-active chat via triggers, it would be nice to compare the number of times the trigger fired vs how many times the custom...
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Hege Farsund Solheim commented,
Thank you, that worked perfectly!
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Hege Farsund Solheim created a post,
Post internal comment with trigger
AnsweredI would like to offer extra information for our agents about a ticket topic or a customer/organization, to reduce the number of things our agents have to keep top of mind. Our tickets are almost e...
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Hege Farsund Solheim commented,
I would also like to be able to recognize certain email domains and tag the incoming tickets accordingly via a trigger. Tagging individual profiles manually only get me so far, as the domains will ...
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Hege Farsund Solheim created a post,
Comments made
It would be nice to see the number of comments (private or public) made by our agents in real time
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Hege Farsund Solheim created a post,
Abandonment
We would like to see real time abandonment for calls and chats
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Hege Farsund Solheim created a post,
Live-data information on agent level
We want to see a list of each individual agent and what they are doing right now, such as - In call for a duration of 05:31 - Chatting with 3 customers - Typing in ticket "123456”
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Hege Farsund Solheim created a post,
Filter by date
We need to be able to filter Solved tickets by a date range - so that we can see tickets that were solved today only (for example). The same with New tickets.