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Stephen White
Incorporación 08 nov 2022
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Última actividad 18 dic 2024
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Última actividad de Stephen White
Stephen White hizo un comentario,
Looking for some assistance here please. I'm looking to use this feature to validate customer information by comparing two variables.
Email = provided by the customer through ‘ask for details’
customeremail = retrieved through a prior API call and stored as a variable
Is this possible? Or perhaps there's a different way to compare info collected with known information stored from API responses?
Ver comentario · Publicado 17 jul 2024 · Stephen White
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Stephen White hizo un comentario,
Do we have an update on this Katarzyna Karpinska? It's a fairly basic feature in any CMS.
Thanks
Ver comentario · Publicado 06 mar 2024 · Stephen White
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Stephen White hizo un comentario,
Any update on this one? It seems to have plenty of support. It's standard for any call center to warm transfer calls to colleagues.
Ver comentario · Publicado 14 feb 2023 · Stephen White
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Stephen White hizo un comentario,
After a customer self-serves via messaging, selecting 'yes my problem is resolved' and getting the "Great, knowledge is power. You can ask me another question at any time." is there a way to present CSAT?
Ver comentario · Publicado 08 feb 2023 · Stephen White
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Stephen White hizo un comentario,
If I have 2 groups, 1st being the default customer service group and the second being a specific skill:
1. CS
2. Skill 1
Does the default group work in such a way that the priority of new messages would be assigned to agents with group 2 as default over agents with group 1 as default?
I'm trying to route all messages to group 2 with the above recipe but overflow when agents are at capacity.
Thanks in advance.
Ver comentario · Publicado 07 feb 2023 · Stephen White
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Stephen White hizo un comentario,
Hello, I see this was on the short-term roadmap in May this year. What is the status, please?
Ver comentario · Publicado 29 dic 2022 · Stephen White
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Stephen White hizo un comentario,
Hi, did this one progress at all?
Ver comentario · Publicado 13 dic 2022 · Stephen White
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Stephen White hizo un comentario,
I'm also looking for an answer to Gerald's question:
When looking at our reports, we are seeing a lot of calls in the "Not Recorded" time bracket. With a heavy focus on abandoned calls, we are trying to get a clear understanding of this customer's experience. If a call is Abandoned in Queue, but "Not Recorded" does that mean that the customer is disconnecting prior to entering our queue? If so, what is the difference between the "Not Recoded" section and the "Zero" part of the 0-5sec bracket?
Ver comentario · Publicado 13 dic 2022 · Stephen White
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Stephen White hizo un comentario,
Just to clarify, if an agent doesn't click 'log out' and instead closes the browser and shuts down their PC they still show as online. I also assume this continues to consume agent seats??
When the browser is then opened you have to login but the session time remains active, I have users online for nearly 300 days when they login every day to Zendesk. Sounds like a bug to me not a required feature.
At the very least I need to force log them out.
Ver comentario · Publicado 24 nov 2022 · Stephen White
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Stephen White hizo un comentario,
Karen Hynes any further update on this one?
Thanks
Ver comentario · Publicado 08 nov 2022 · Stephen White
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