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Kyle K.
Incorporación 30 may 2023
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Última actividad 24 ene 2025
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Última actividad de Kyle K.
Kyle K. hizo un comentario,
Is there an option to enable customers to enter into the callback queue rather than making a live call directly?
Ver comentario · Publicado 21 ene 2025 · Kyle K.
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Kyle K. hizo un comentario,
Is the new CSAT survey meant to work in sandbox? The triggers are sending emails fine however when clicking on the link, the user says the page cannot be displayed / access denied. Is there a way to test beforehand or does it all need to be done live?
Ver comentario · Publicado 29 oct 2024 · Kyle K.
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Kyle K. hizo un comentario,
Is there a way to use record preview w/ custom objects that are attached to a customer via a user field? Or does the object need to be assigned to the ticket directly? (If so, is there a way to assign the custom objects on a user's profile to any tickets they create?)
Ver comentario · Publicado 07 oct 2024 · Kyle K.
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Kyle K. hizo un comentario,
Is there a method to show the details of custom objects linked on a user's profile on the ticket view? Showing it on the user card just gives the name of the record, but I'm not seeing a way to show specific fields from that record as well.
Ver comentario · Publicado 28 sept 2024 · Kyle K.
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Kyle K. hizo un comentario,
+1 to better reporting for this. There needs to be a more specific reporting option to see which ticket(s) an agent missed rather than just general numbers w/ no specifics available.
Ver comentario · Publicado 22 ago 2024 · Kyle K.
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Kyle K. hizo un comentario,
Is it possible to use this to set up an overflow system for calls?
With omnichannel the feature to add secondary/backup groups via IVR doesn't work, I was hoping this feature would give us something equivalent but it doesn't seem to work when we try to set it up on our instance. I know the article mentions call tickets but it doesn't seem to care about the primary group's availability- the primary group is getting the live calls even if offline.
Ver comentario · Publicado 13 may 2024 · Kyle K.
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Kyle K. hizo un comentario,
We would like to have two groups of agents be online for calls; Group A and Group B. Group B should only get calls routed to them if all agents in Group A are unavailable.
Since Omnichannel routing disables choosing multiple groups for phone lines / IVR, I see its recommended to use skill-based routing instead of recreate the same effect. But once the skill timeout happens the agents in Group B aren't being assigned those calls unless they're changing their status which doesn't happen very often, so Group B would rarely catch those calls. Is there some other workaround?
Ver comentario · Editado 28 jul 2023 · Kyle K.
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Kyle K. hizo un comentario,
Hi Barry Neary!
Ideally we could have SMS treated like a live messaging ticket! But even just routing them like a regular email ticket would still be very helpful :)
Ver comentario · Publicado 14 jul 2023 · Kyle K.
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Kyle K. hizo un comentario,
Is there a way to include text/SMS tickets in routing? Looks like it's not listed under any of the existing categories and I see someone above was saying they couldn't get SMS tickets to route.
Ver comentario · Publicado 12 jul 2023 · Kyle K.
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Kyle K. hizo un comentario,
+1. Seems like a pretty standard feature for any phone system yet it's been a request for over 5 years?
Ver comentario · Publicado 30 may 2023 · Kyle K.
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