Sean Chuang

1. Comunidad
2. Feedback - Chat and Messaging (Chat)
3. Focus mode for active Messaging and Talk users

Hello, I want to give the community an update from Talk's perspective. At this time, focus mode is avail on native Talk + Chat routing. For our customers on Omnichannel Routing, focus mode is not c...

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• Sean Chuang
• Creación 20 de septiembre de 2023 09:19
• 0 votos

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1. Comunidad
2. Feedback - Voice (Talk)
3. Tracking agent logged in time

Hello, Thank you for your comment, per Shawna's comment above, if your question is about historical agent reporting, that thread is the right place to get the latest info. It is a high-priority ite...

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• Sean Chuang
• Creación 20 de septiembre de 2023 08:56
• 0 votos

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1. Comunidad
2. Feedback - Voice (Talk)
3. Voicemail treatment and reporting

Hello Thank you for the feedback. We will provide your feedback to the Omnichannel Routing team so they can put it in their backlog. Thanks,Sean  

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• Sean Chuang
• Creación 13 de septiembre de 2023 08:17
• 0 votos

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1. Comunidad
2. Feedback - Voice (Talk)
3. Allow call transfers or add a third party with a light agent never connected in Zendesk

Hello, Thank you for your question. We will assess this holistically and revert back.  Sean

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• Sean Chuang
• Creación 30 de agosto de 2023 08:47
• 0 votos

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1. Comunidad
2. Feedback - Voice (Talk)
3. Customize or remove text back confirmation greeting

Thank you for your question. We will put this on our backlog for consideration. Sean

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• Sean Chuang
• Creación 30 de agosto de 2023 08:41
• 0 votos

1. Comunidad
2. Feedback - Voice (Talk)
3. Talk status changes to offline between tabs

Brian Larson, thank you for your question. The agent status should be consistent until it is changed. Let us forward your question to the Unified Agent Status team. I assume you are using omnichann...

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• Sean Chuang
• Creación 30 de agosto de 2023 08:36
• 0 votos

1. Comunidad
2. Feedback - Voice (Talk)
3. IVR Welcome Message repeat option

Kenny Rohan Update: as a possible workaround, if you record your own custom greeting message ( specifically the hold music - wait greeting), you can record your own 'wait greeting' music and add in...

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• Sean Chuang
• Creación 30 de agosto de 2023 08:27
• 0 votos

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1. Comunidad
2. Feedback - Voice (Talk)
3. ZD Talk to Create a Ticket in ZD even when call fails

Hello, Thank you for the question. We may need more clarity on what you mean by a 'fail call'? But here is some info for you. 1. If you are looking for tickets to be created before an agent is conn...

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• Sean Chuang
• Creación 16 de agosto de 2023 08:44
• 0 votos

1. Comunidad
2. Feedback - Voice (Talk)
3. How to can I identify from what IVR route a Talk call originates?

Hi, Hope you are well. We encourage you to consider moving to Omnichannel because routing improvements will continue to come via that feature. See here for more info.  p.s., it's free.

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• Sean Chuang
• Creación 16 de agosto de 2023 08:36
• 0 votos

1. Comunidad
2. Feedback - Voice (Talk)
3. Add simultaneous calling

Hi, Hope you are well. We encourage you to consider moving to Omnichannel because routing improvements will continue to come via that feature. Lastly, to take advantage of Omnichannel routing, the ...

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• Sean Chuang
• Creación 16 de agosto de 2023 08:34
• 0 votos