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Lee Grasso

Adhésion le 15 avr. 2021

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Dernière activité le 05 févr. 2024

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Lee Grasso a ajouté un commentaire,

CommentaireTeam members and groups

Karen Hynes Thank you, that is helpful to see an entire previous month or month to date. But, what if I want to see the sum of time online status for any given date range for each rep. Just the sums, not each day broken out. Like 1/16/24 - 1/31/24 for example.

Afficher le commentaire · Publication le 05 févr. 2024 · Lee Grasso

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Lee Grasso a ajouté un commentaire,

CommentaireTeam members and groups

Ian Marston I am not considering the drill down at this time. Just the overall report to add to a dashboard.

Afficher le commentaire · Publication le 02 févr. 2024 · Lee Grasso

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Lee Grasso a ajouté un commentaire,

CommentaireTeam members and groups

Report for sum of state.

I am trying to create a report that will show the sum of a given chat state (online) for all agents for any given date range. So how many hours was each member of the team in online status for the month of Jan '24. I want to see that on one table.

How can I accomplish that?

Afficher le commentaire · Publication le 01 févr. 2024 · Lee Grasso

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Lee Grasso a ajouté un commentaire,

CommentaireLive chat agent guide

We use agent workspace and with chat sounds there is a major experience issue for agents when it comes to the assigned conversation vs the conversation that hit the overflow queue.

There are only 2 sound settings: Incoming message and Conversation request.

The conversation request covers both when a conversation is assigned to a rep and if a chat hits the overflow queue. This is confusing for reps because if they are not looking directly at the button to take conversations, they are unable to distinguish if the incoming conversation is being assigned directly to them or if it is hitting the overflow queue.

Our other routing settings include:

Max chats: 2

Hybrid assignment enabled

Is there a way to enable 2 separate sounds for these 2 different situations?

Afficher le commentaire · Publication le 23 janv. 2024 · Lee Grasso

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Lee Grasso a ajouté un commentaire,

CommentaireTicket basics

Hello,

I guess I am seeing how this could be helpful in live chat because going from internal to public can be wonky with formatting. But I am not sure I see the difference for email between this update and switching back and forth between internal and public. Can you let me know what is the benefit, in an email, to use this new function instead of internal comments for drafting?

Afficher le commentaire · Publication le 18 mai 2023 · Lee Grasso

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Commentaire de la communauté Feedback - Ticketing system (Support)

The way my team operates, and it seems some other teams as well, we could really benefit from a different sound for chats coming into queue (no agents available to assign to) and chats that are getting assigned to an individual agent. 

Afficher le commentaire · Publication le 13 juin 2022 · Lee Grasso

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Lee Grasso a créé une publication,

Publication Feedback - Chat and Messaging (Chat)

I opt into the daily, weekly and monthly chat analtyics automated emails that are set up in the settings > personal > email reports section. The time zone for those email reports default to UTC 0 and do not adjust according to the account settings (I am EST). So the usefulness of these reports gets diluted for anything within 5 hours 12am UTC. For example a chat taken at 8pm EST on Jan 5th will count towards Jan 6th. I really like the info translated on these email reports but this makes the data confusing and not always accurate for my use.

Publication le 08 mars 2021 · Lee Grasso

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