Cécile Gao

Hello

This is not the only problem. Working in the new BÊTA builder seems to have a rate limit implemented so you get kicked out of Explore (error page “too many requests”)  while assembling a dashboard if you “work too fast”. I was busy in an account and I got kicked out more than 6 times within the same hour. That's at least once ervery ten minutes while assembling data for the past 30 days. Really frustrating. It's really hard to find a way to just do your work in large accounts when you're facing such issues. Will this be fixed somehow ? 

Thank you

Bonjour, 

Est ce que la décomposition sera possible à terme dans le nouveau dashboard builder? 

Est ce qu'il existe un article pour suivre également les avancements pour le nouveau report builder ? 

Merci 

Hello Joey Barrett

I only came across universal queue in Talk general settings, and havent seen omnichannel queues  in the accounts i'm managing; Is this feature live? 

Thank you,

rgds 

Hello,

I created a support ticket but was advised this was an EAP and was redirected here to get an answer to my queries. 

I understood from your documentation that "unified away" collects all times spent in away states across custom statuses. When enabling custom agent status I noticed the regular "Away" status still exists in the status selection for the agent. Does this mean that :

-when agent uses the regular (non-custom) "Away" status, that time is available in "Agent state" = "Away" 

-when using custom status "On Break" (if defined as away on all channels), that time will be in "Agent state" = "On Break" BUT will also be in "Agent state" = "Away" (so we shouldn't use both states in same report otherwise time will be doubled) ?

If I am away 1h on regular "Away", and away 1,5h on custom status "Lunch break", will my query with agent state = "Away" (NOT unified away) give me 2,5h or only 1h ? 
Is the time spent in a custom status also included in the time spent in the regular status it is built on ?

I'm asking because  I used the "Pause déjeuner" (lunch break) status at 12:02 in my account, but noticed the time spent in that custom status also popped up in  "away" as well as in "unified away" status details. 

Also, the prerequiqites of getting agent state EAP were to have agent workspace and omnichannel routing in place. Now I'm considering stepping back from omnichannel routing to the old talk way,  but would like to know if I do so if the agent state dashboards / metrics will still be in my account with accurate data ? 

Thank you, 

rgds 

Hello, 

+1 that would be nice to have this in place. 

Hello,

In specific industries, there is no auto-assign flow in place because it does not match the way the service works. I had many cases where we do not track times from ticket creation, but from ticket first assignment. Now in Explore we have available metrics that measure elapsed calendar times between last Assignment to resolution  (using DATE_DIFF) but there is no easy or friendly way to get a metric such as business times elapsed from First assignment to 1st reply, to 1st resolution or to full resolution. It is such a pain to implement something like this, for it to eventually no longer work if there's a product update later on.  Therefore that would be very useful and greatly appreciated if you could implement those 3 metrics in the Tickets Dataset :

-First Assignment to First Reply, in business hours 

-First Assignment to First Resolution, in business hours 

-First Assignment to Full resolution, in business hours 

Thank you, 

Will there maybe be the same auto-accept option available for calls in the near future? 

Hello, 

Great upcoming feature with NLP ! Can't wait to see it in action. Here are a few thoughs:

- Show me the busiest times per department 
- Show me how many tickets each agent of each department currently has to their name
- What are the oldest unsolved tickets age and why are they still unsolved 
- Which tickets are in need to be solved urgently ? 
- Give me a sample of bad CSAT tickets and verbatims the past week / the past month 
- Give me a sample of good CSAT tickets and verbatims the past week / the past month 
- What is the most common topic amongst unsatisfied customers ? 
- What are the most common reasons customer are satisfied ? 
- How do good and bad customer satisfaction compare ? 
- What are the reasons behind the current satisfaction score ?
- Which SLA targets / policy was most commonly violated the past period ?  
- Why did we or didnt we achieve the SLA targets the past week / past month? 
- Which customers are currently unsatisfied and may need a call back ? 
- Give me a list of tickets that were solved with unusually high agent touches the past week.
- Show me which agents may need the most coaching and for which topics according to their satisfaction scores. 
- Show me which topics are the most time consuming to resolve
- Show me which agents may need the most coaching and for which topics according to their satisfaction scores. 
- Show me how answer/resolution times affect customer satisfaction. 
- Which articles are currently rated the worst on my help center 
- Which articles are currently rated the best on my help center 
- Why are my low rated articles low rated ? 
- Why are my high rated articles well rated ? 
- Should I created any new article on the Help center ? 
- Which articles are useless on my help center ? 
- Are end users autonomous enough on my help center ? 
- How are agents engaging with the help center ? 
- What's the average customer wait time before we lose a call ? 
- What's the average customer wait time before we lose a chat? 
- Which one of my IVR branches is performing the best with call acceptance 
- Which one of my IVR branches is performing the worst with call acceptance 
- Why did we lose calls the past period
- Why did we lose chats the past period 
- What's the average time elapsed before customer re-contact us on a pending request ? 

Best, 

Hello Jack, 

I had some similar problem with DATE_FIRST_FIX function recently. When creating a query with a calculated attribute using DATE_FIRST_FIX (returning a 1st resolution timestamp) with "update date" time attribute as a time filter on that query, the system found the first time that action happened WITHIN the timeframe selected and NOT within the ticket itself. not sure if this is the same issue for you, but at the time we made it work with a workaround (kept our calculated attribute, but changed our time filter to "ticket solved" so that it wouldnt skew the result). 

Hope this helps, 

Rgds