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Andy Dyer's Avatar

Andy Dyer

Incorporación 15 abr 2021

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Última actividad 16 mar 2022

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Actividad total

40

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12

Suscripciones

20

RESUMEN DE LA ACTIVIDAD

Última actividad de Andy Dyer

Andy Dyer hizo un comentario,

ComentarioViewing and using dashboards

This is a great update, but I'm seeing the same as Rafael - the support online number is not right, and there is no drill in on any.

Ver comentario · Publicado 16 mar 2022 · Andy Dyer

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Andy Dyer hizo un comentario,

ComentarioService Level Agreements (SLA), macros, and CSAT

Is anyone else seeing higher rates of bad ratings now?  The last couple of weeks are 2x normal and there is no obvious explanation.  It does seem like this problem happens inconsistently almost.

Ver comentario · Publicado 06 dic 2021 · Andy Dyer

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3

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Andy Dyer hizo un comentario,

ComentarioLive chat agent guide

Is it possible to turn off only the browser notification for the "business hours have started do you want to go online" or whatever.  With agent workspace when you're purposely not on chat, like a supervisor, those messages pop up all day

Ver comentario · Publicado 11 oct 2021 · Andy Dyer

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Andy Dyer hizo un comentario,

ComentarioService Level Agreements (SLA), macros, and CSAT

We tried the alternative and did see a pretty substantial drop in response rate, so we've switched back and just accept it for now, but do hope to see a fix for a known issue.

Ver comentario · Publicado 26 ene 2021 · Andy Dyer

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6

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Andy Dyer hizo un comentario,

Comentario de la comunidad Q&A - Reporting and analytics

Following as I have same issue

Ver comentario · Publicado 12 dic 2018 · Andy Dyer

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Andy Dyer hizo un comentario,

Comentario de la comunidad Feedback - Voice (Talk)

+1 I'd like to be able to trace why calls went to voicemail during business hours, report on % of day that agents were available

Ver comentario · Publicado 27 sept 2018 · Andy Dyer

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Andy Dyer hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

We have a similar issue when using "next reply", often customers will just say "Thanks!" which then commits us to reply.  Even when we set it to Pending, it still is waiting for our reply instead of "periodic update".

Ver comentario · Publicado 20 dic 2017 · Andy Dyer

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10

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Andy Dyer hizo un comentario,

Comentario de la comunidad Feedback - Chat and Messaging (Chat)

+1 would love to be able to change status either from Agents page or the "view all" team members.

It's actually more of an issue if an agent sets themselves to Away and forgets to go Invisible.  We've found that idle time doesn't work for us when we're chatting from Zendesk, lots of accidental logouts.

Ver comentario · Publicado 20 dic 2017 · Andy Dyer

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