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Kem Collin Agnabo
Adhésion le 14 avr. 2021
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Dernière activité le 25 oct. 2023
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Dernière activité effectuée par Kem Collin Agnabo
Kem Collin Agnabo a créé un article,
Question
Un agent peut-il appeler un autre agent avec Talk ?
Réponse
Traduction - exonération : cet article a été traduit par un logiciel de traduction automatisée pour permettre une compréhension élémentaire de son contenu. Des efforts raisonnables ont été faits pour fournir une traduction correcte, mais Zendesk ne garantit pas l’exactitude de la traduction.
Si vous avez des questions quant à l’exactitude des informations contenues dans l’article traduit, consultez la version anglaise de l’article, qui représente la version officielle.
Modification le 12 janv. 2023 · Kem Collin Agnabo
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Kem Collin Agnabo a ajouté un commentaire,
Hi Chris,
Agents do not have the visibility on how calls came in, what options are pressed in the IVR.
Even Admins won't know the live transition of calls routed to an agent but Zendesk Talk follows the IVR or the configuration set in the Talk settings. To know how calls are routed to agents, you may read it here: How are calls routed to my agents in Zendesk Talk?
Afficher le commentaire · Publication le 01 sept. 2021 · Kem Collin Agnabo
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Kem Collin Agnabo a ajouté un commentaire,
Hi Brian,
I'm sorry you're having trouble with your calls. Have you had a chance to go through our Talk Troubleshooting Guide? That should help you narrow down the issue. If you're still not able to resolve it, you may need to submit a ticket so our support team can do detailed troubleshooting with you!
Afficher le commentaire · Publication le 09 août 2021 · Kem Collin Agnabo
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Kem Collin Agnabo a ajouté un commentaire,
Hi Emily,
When a ticket is solved for less than 4 days, it will reopen the ticket once the end-user replies back in the same ticket. If you wish to manage the tickets that reopen when the agent is not available, I suggest that you use the Out of the Office App and integrate it into your Support. The app displays the availability status of the agent assigned to tickets in Zendesk Support. The app prevents tickets from being accidentally assigned to an agent who is unavailable. When this occurs, a pop-up notification is displayed to the agent.
When a pending, on-hold or solve ticket is reopened by an end-user and the assignee is unavailable, a trigger fires that returns the ticket to the unassigned ticket queue.
You may install this app by going into the marketplace or click: https://www.zendesk.com/apps/support/out-of-office/
I hope this helps! Please let me know if you have questions.
Afficher le commentaire · Publication le 25 juin 2021 · Kem Collin Agnabo
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