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Liam Kelly

Adhésion le 15 avr. 2021

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Dernière activité le 07 oct. 2024

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Dernière activité effectuée par Liam Kelly

Liam Kelly a ajouté un commentaire,

CommentaireSetting up Talk

We have run into an issue where enabling callbacks on our lines causes a substantial increase in abandoned calls. 
Apparently customers are hearing the message and hitting 2 during the message and hanging up (they don't know they have to wait for a confirmation), these calls are then considered abandoned and no callback request is created. 

Is that how it is supposed to work? Human nature pretty much dictates they will press 2 immediately instead of waiting for the music to start. 

 

 

 

Afficher le commentaire · Publication le 21 mai 2024 · Liam Kelly

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CommentaireTeam members and groups

With idle timeout disabled, how long does it take for an agent who loses connection to be set to offline? 

Afficher le commentaire · Publication le 18 avr. 2024 · Liam Kelly

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CommentaireBuilding reports

Will there be metrics regarding proactive messaging? We would like to see how this is working for us.

Afficher le commentaire · Publication le 09 févr. 2024 · Liam Kelly

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CommentaireWeb Widget documentation

How do we change the orientation of articles in the widget?  It is odd that they display horizontally in such a narrow window. 

Afficher le commentaire · Publication le 14 déc. 2023 · Liam Kelly

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CommentaireUsing legacy AI agent functionality

How do I see the flow builder? My screen looks very different from what I see here. Is there something I am missing?

Afficher le commentaire · Modification le 26 oct. 2023 · Liam Kelly

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CommentaireSetting up Agent Workspace

How do we handle the fact there is only one chat widget and we have multiple brands? It seems that agent workspace doesn't play well with branding or differentiating between brand groups. 

 

Afficher le commentaire · Publication le 26 oct. 2023 · Liam Kelly

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Commentaire de la communauté Feedback - Ticketing system (Support)

How useful is the bot?

 

Let's see, after creating the request for a major broken feature. It's been 2 hours and I have no response nor even a ticket open in my account. 

 

Apparently I no longer have ANY way to contact support. Zendesk Fix this. 

Afficher le commentaire · Publication le 23 oct. 2023 · Liam Kelly

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Commentaire de la communauté Feedback - Ticketing system (Support)

Zendesk is really aggressive about closing tickets, apparently so they don't have to work on them. It's really annoying to have a long weekend and have your tickets closed without warning. 

Afficher le commentaire · Publication le 11 sept. 2023 · Liam Kelly

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CommentaireRouting

Where do we enable this? I am trying to test it yet I can see no reference to Omnichannel routing anywhere in our instance. 

Afficher le commentaire · Publication le 24 avr. 2023 · Liam Kelly

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CommentaireHow to manage the help center

No. This is not alright. Why did this just start happening? We have not requested any captcha be added to OUR site.  We do not use a proxy. 

This will upset our customers, Slowing them down from getting their answer is the exact opposite reason for why we use Zendesk. 
 

Afficher le commentaire · Modification le 11 août 2022 · Liam Kelly

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