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Timers for Chat SLA
Publicado 10 ene 2022
Feature Request Summary:
Zendesk Chat should have a SLA timer.
Description/Use Cases:
Agents work multiple conversations at a time so it's hard to keep up with response times. Sometimes agents have to move to a different window or application to research and time gets away from them, resulting in not meeting their 3 minute response time for Chat. It would be nice if there was some type of timer or notification to alert the agents when one of their chats is 30 seconds away from their 3 minute SLA.
Business impact of limitation or missing feature:
Agents are missing their Chat SLAs because there is not an effective way to keep up with time passed when engaging with multiple customers.
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2 comentarios
Dave Dyson
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Lorea G
Agreed, also it does not display time stamps on the tickets our chats come in, instead it displays "one min ago" "two min ago". But when the transcripts are pulled from history later for review, it displays the time stamps and our agents will get mark downs for going over their time, due to they can't tell. For example, if they have to reply within 2 minutes.. anything that says "2 min ago" could be anywhere between 2-3 minutes... so when the transcript is pulled and they are at 2min 45seconds.. it is marked down.
It should display time stamps instead of, or as well as "1 min ago, 2 min ago" etc.
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