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Rob Lajeunesse's Avatar

Rob Lajeunesse

Incorporación 11 jul 2022

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Última actividad 18 jul 2023

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RESUMEN DE LA ACTIVIDAD

Última actividad de Rob Lajeunesse

Rob Lajeunesse hizo un comentario,

Comentario de la comunidad Feedback - Chat and Messaging (Chat)

Simple answer, it's because it's custom code enabled by Sunshine Conversations.  To fully use that, you likely need a developer and additional SKU when you exceed a relatively small amount of MAU.

 

Agree this should be standard.

Ver comentario · Publicado 18 jul 2023 · Rob Lajeunesse

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Rob Lajeunesse creó una publicación,

Publicación Feedback - Chat and Messaging (Chat)

For our chat experiences, we need to be able to set better expectations in Messaging around agent availability and potential waiting times/spot in the chat queue.  This would help customers understand if they want to wait and chat live, or take it async.

We use a ton of offshore resources so we don't have consistent ticket ownership, so this is a critical feature for us.

Publicado 04 may 2023 · Rob Lajeunesse

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Rob Lajeunesse creó una publicación,

Publicación Feedback - Chat and Messaging (Chat)

We have a use case to be able to identify words during a Messaging conversation and provide real time guidance to our agents in escalations scenarios.  Example would be a customer threatening BBB, or some sort of legal action, that would tag and provide real time guidance to the agent on how to handle.

Publicado 27 abr 2023 · Rob Lajeunesse

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Rob Lajeunesse hizo un comentario,

Comentario de la comunidad Feedback - Chat and Messaging (Chat)

Agree with all the sentiment here, this is crazy it hasn't been prioritized.  This and time based triggers to prompt a message to restart the bot should be table stakes especially if this is a core part of the Product.

Zendesk proving they are not enterprise-grade by not only continuing to deprioritize this, but also other critical functionality gaps (e.g. can't report on missed chat data with Omnichannel routing, basic metrics missing in Explore).

Ver comentario · Publicado 14 abr 2023 · Rob Lajeunesse

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Rob Lajeunesse hizo un comentario,

ComentarioRouting

Also having similar issues as the posting above with agents getting assigned a bunch of tickets through the EAP.  It almost seems like tickets are being assigned without the agents clicking the accept button but want to confirm behavior as designed.

Ver comentario · Publicado 14 mar 2023 · Rob Lajeunesse

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Rob Lajeunesse hizo un comentario,

ComentarioReporting and analytics for help center

There's still a gap here for GA4 support for the Messaging widget.  When will GA4 work with Messaging to fire events?

Ver comentario · Publicado 02 feb 2023 · Rob Lajeunesse

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Rob Lajeunesse hizo un comentario,

ComentarioRouting

Barry Neary few feature requests as we're standing this up:

  1. The ability to group and organize statuses for agents is critical for agent experience.  It would be great to group productive and break statuses together so agents can quickly find custom statuses.  This is critical for our BPO Vendor Management.
  2. Having some ability to do fallback routing for Voice would be great to have sooner, rather than later, or some ability to prioritize based on a group what tickets agents get first.
  3. With custom statuses, being able to remove default statuses as long as we have equivalents setup to keep agent experience more cleanly.

Ver comentario · Editado 28 nov 2022 · Rob Lajeunesse

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Rob Lajeunesse hizo un comentario,

Comentario de la comunidad Feedback - Reporting and analytics (Explore)

Agree on this feature, this is table stakes.  

 

Not sure Dane what you mean above by a "much simple" visualization/chart type, that's not really a workaround, it's forcing users to leverage a different visual (which you all call out in the article that the charts are best for specific data comparisons) to see the legend.  Not a great experience.

Ver comentario · Publicado 02 ago 2022 · Rob Lajeunesse

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Rob Lajeunesse hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Adding my vote, we need this feature and it should be foundational.

Ver comentario · Publicado 11 jul 2022 · Rob Lajeunesse

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