Jamie Martin

My company has a VIP tag that we use for employees who email our support team so their requests can be handled by a team lead or tenure agent. Anyone emailing in from a company email automatically gets the tag so that their request is sent to the corresponding VIP Group of agents we have set up. Recently, this has been assigning these emails to the wrong Group. Any ideas on what I should be checking to troubleshoot why this is suddenly happening? 

Is there an update about this and when this will be made available in ZD Explore?

Any updates to this? Sound notifications aren't working at all regardless of transfer, accepting new chats, or servicing ongoing chats. 

My account is seeing the same thing. What is being done about this? Our team is missing chats and responses are delayed and your company seems to just throw articles at us to figure it out ourselves. Very disappointed. 

Our team is no longer receiving any notifications on chat (agent workspace) even when the chat window is reduced. I've had multiple tickets submitted (one from Monday that still has not received any response) and the only answer we've received was that we should re-adjust our SLA because you guys can't have something as basic as a sound notification?? Please respond with what you guys are doing to fix this. 

I also created this custom metric in my reports but how to I utilize this so that it automatically removes these tickets from my retention rate for instance? I don't want the closed by merged tickets to be taken into consideration in retention since a dropped chat for instance will continue their retention when the customer returns to the chat. 

Is there a workaround for a team lead jumping into an active chat? The instructions above indicate that the agent will have to route the chat to the team lead but only if they are "active." Since our leads are included in multiple groups to see tickets, this would route an available chat to the team lead if they went on "active." Am I missing something here or is there another way to enable just our leads to be able to jump into an ongoing chat?

Any update on this? And is the IP address from the customer also not available?