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Nico V
Incorporación 16 oct 2021
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Última actividad 13 ene 2025
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Última actividad de Nico V
Nico V hizo un comentario,
Hi,
not sure if this is the appropriate area but cannot find reference.
The agent status can be online, away, offline (for chats and for calls).
Is there a way to change the status from “online” to “offline”, etc. time-based? i.e. officer A is online from 09:00 to 13:00, the system automatically turns him “online” at 09:00 and o"offline" at 13:00?
Most likely someone has already replied and the answer yes, just, I cannot find how to do it.
Thank you!
Nico
Ver comentario · Publicado 13 ene 2025 · Nico V
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Nico V hizo un comentario,
Hi,
I have a doubt. Do internal messages and the side conversations affect the one-touch ticket resolution metrics?
Example: if a ticket has 1 internal note and 1 message to the customer, does it count as one-touch ticket?
Thank you for the clarification!
Ver comentario · Publicado 12 oct 2023 · Nico V
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Nico V hizo un comentario,
Hei,
I have a chatbot for my website.
I made:
- answer A for first arrival on home page
tree branches 1, 2, 3,
- answer B for general use
tree branches 1, 3, 4, 6
- answer C when the customer visit cancellation policy
tree branches 6
It would be useful to use same "branch" for branch 1 in Answer A and B
It would be useful to allow branch transfers from B to C in case of cancellation.
Having same text on multiple answers allow for errors like having outdated information on one area but not the other.
What solution do you recommend?
Ver comentario · Publicado 20 jul 2023 · Nico V
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Nico V hizo un comentario,
Please, consider enabling the possibility to permanently diseable the translation feature instead of forcing users to do it everytime by clicking it, it is just 1 click, but still it is a waste of time.
Ver comentario · Publicado 20 abr 2023 · Nico V
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Nico V hizo un comentario,
Hi Dane,
The option is interesting but not suitable because Team B and Team A are totally different division.
Team B is not able to answer Team A questions.
Sorry I did not make this clear at first time.
Ver comentario · Publicado 03 abr 2023 · Nico V
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Nico V hizo un comentario,
Hi!
To my understanding, the option Dane suggested, requires two different phone number.
Whereas, I would like to set from the same phone number, the IVR to teams with different work hours.
1> team A
2> team B
team A works on work hours. When it is closed, the customer received the callback option.
team B works 24/7.
Is it possible or I must use 2 different phone numbers?
Thank you!
Ver comentario · Publicado 10 mar 2023 · Nico V
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Nico V hizo un comentario,
Hei,
Not clear to me.
Is there a way to see a set of archieved tickets without going through "research"? I do not mean in views, just, how to open the archieve, especially tickets with a certain tag?
Thank you!
Cheers,
Nico
Ver comentario · Publicado 25 ago 2022 · Nico V
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Nico V hizo un comentario,
Hei Gab Guinto,
you made my day!
I was almost there, but could not think of that. Thank you so much :D
Cheers,
Nico
Ver comentario · Editado 12 may 2022 · Nico V
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Nico V hizo un comentario,
Thank you Suzanne Reed for being smart :)
Indeed, that's the case.
Seems Explore has many features and sometimes it is just a matter of understanding where to find for them!
Ver comentario · Publicado 05 may 2022 · Nico V
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Nico V hizo un comentario,
Hei there!
I wish to combine a few channel types to reduce a chart view to three options:
- email
- voice
- FB + IG + messaging + WA
Then, I would visulise a graph to show 3 lines for 6 weeks time (1 line for the grey-background elements aggregated, 1 line for email, 1 line for voice).
I can create the groups and sets but I fail to use them.
Can you suggest a solution?
Thank you for your time!
Cheers,
Nico
Ver comentario · Publicado 03 may 2022 · Nico V
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