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Eric Brower

Joined Jul 31, 2024

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Last activity Jan 23, 2025

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Latest activity by Eric Brower

Eric Brower commented,

CommentExplore recipes

Hi,

 

Looking for help creating a custom metric to understand how long it takes us to call back when a voicemail is left. Our tickets that ended in voicemail are using the Ticket Tag “voicemail” so I'm using that as a filter.

 

How can I calculate the # of minutes between the time that the call started, and when the first outbound call on the ticket was initiated?

View comment · Posted Jan 23, 2025 · Eric Brower

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Eric Brower commented,

CommentHow to manage phone numbers in Talk

If a phone number has an extension appended, will it still match to the end-user? Or does it need to be entered separately too?

 

For example, can I just enter +15555555555x101 as the direct line, or do I also need +15555555555. 

 

Agents are looking for a way to add extensions to numbers for easier callbacks.

View comment · Posted Jan 22, 2025 · Eric Brower

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Eric Brower created a post,

Post Q&A - Reporting and analytics

Hello,

 

I'm trying to understand metrics for one particular call that has 42 legs, but resulted in a voicemail.

 

I've inserted an image below of part of the report. Does this essentially mean it kept ringing this agent (as he was the only one logged in) instead of it going to voicemail after he missed it once? I'm confused about the first line saying it was completed at 11:24, but then all of the subsequent missed calls. It finally ended with an “Agent Declined” which isn't shown below.

 

TYIA

 

Posted Oct 25, 2024 · Eric Brower

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Eric Brower commented,

CommentCustom data

Not ideal that custom objects aren't copied over in a Premium Sandbox… we use Custom Roles, which means none of our agents were copied over into our sandbox except for Admins, Contributors, and Light Agents.

 

Is there any workaround or plan to add custom objects in the future?

View comment · Posted Aug 14, 2024 · Eric Brower

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