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Liam Kelly's Avatar

Liam Kelly

Incorporación 15 abr 2021

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Última actividad 07 oct 2024

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RESUMEN DE LA ACTIVIDAD

Última actividad de Liam Kelly

Liam Kelly hizo un comentario,

ComentarioSetting up Talk

We have run into an issue where enabling callbacks on our lines causes a substantial increase in abandoned calls. 
Apparently customers are hearing the message and hitting 2 during the message and hanging up (they don't know they have to wait for a confirmation), these calls are then considered abandoned and no callback request is created. 

Is that how it is supposed to work? Human nature pretty much dictates they will press 2 immediately instead of waiting for the music to start. 

 

 

 

Ver comentario · Publicado 21 may 2024 · Liam Kelly

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Liam Kelly hizo un comentario,

ComentarioTeam members and groups

With idle timeout disabled, how long does it take for an agent who loses connection to be set to offline? 

Ver comentario · Publicado 18 abr 2024 · Liam Kelly

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Liam Kelly hizo un comentario,

ComentarioBuilding reports

Will there be metrics regarding proactive messaging? We would like to see how this is working for us.

Ver comentario · Publicado 09 feb 2024 · Liam Kelly

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Liam Kelly hizo un comentario,

ComentarioWeb Widget documentation

How do we change the orientation of articles in the widget?  It is odd that they display horizontally in such a narrow window. 

Ver comentario · Publicado 14 dic 2023 · Liam Kelly

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Liam Kelly hizo un comentario,

ComentarioUsing legacy AI agent functionality

How do I see the flow builder? My screen looks very different from what I see here. Is there something I am missing?

Ver comentario · Editado 26 oct 2023 · Liam Kelly

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Liam Kelly hizo un comentario,

ComentarioSetting up Agent Workspace

How do we handle the fact there is only one chat widget and we have multiple brands? It seems that agent workspace doesn't play well with branding or differentiating between brand groups. 

 

Ver comentario · Publicado 26 oct 2023 · Liam Kelly

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Liam Kelly hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

How useful is the bot?

 

Let's see, after creating the request for a major broken feature. It's been 2 hours and I have no response nor even a ticket open in my account. 

 

Apparently I no longer have ANY way to contact support. Zendesk Fix this. 

Ver comentario · Publicado 23 oct 2023 · Liam Kelly

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Liam Kelly hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Zendesk is really aggressive about closing tickets, apparently so they don't have to work on them. It's really annoying to have a long weekend and have your tickets closed without warning. 

Ver comentario · Publicado 11 sept 2023 · Liam Kelly

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Liam Kelly hizo un comentario,

ComentarioRouting

Where do we enable this? I am trying to test it yet I can see no reference to Omnichannel routing anywhere in our instance. 

Ver comentario · Publicado 24 abr 2023 · Liam Kelly

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Liam Kelly hizo un comentario,

ComentarioHow to manage the help center

No. This is not alright. Why did this just start happening? We have not requested any captcha be added to OUR site.  We do not use a proxy. 

This will upset our customers, Slowing them down from getting their answer is the exact opposite reason for why we use Zendesk. 
 

Ver comentario · Editado 11 ago 2022 · Liam Kelly

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