Chat Duration Added to Time Log
Currently when an agent takes a chat, Zopim will either create a ticket at the end of the chat with the full log, but no time recorded against the ticket, or you can use the create ticket button which at least gets me the time tracking. The issue is if you create a ticket while the chat is still ongoing, then it won't update the chat log as a new comment at the end of the chat. This means we don't have the full log in the history.
I would be fine with either having tickets created at the end of the log add their chat duration value as a timelog entry, OR having the chat log update to a ticket that is created while the chat is ongoing. Doing neither really means this integration can't give me any meaningful insights into the amount of time my team is spending on a ticket that came in via chat.
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@Scott thanks for sharing your feedback.
We are currently rolling out a completely new ticket creation flow in which we create ticket at start of chat. This allows agents to take notes in the ticket or even assign ticket to concerned department / staff. This also allows you to track the chat duration as ticket is created at the start and then gets the chat transcript when chat ends.
I think this new workflow addresses your concern. You can try the new workflow by joining our beta program. Please send a email to our support indicating your interest in chat creation beta program.
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That sounds like it will work very well. I will send in a request to be part of that beta.
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