
Slava Skorbezh
Head of customer service in social media, chat and video chat Alfa-Bank Ukraine
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Activité totale128
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Dernière activité
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Membre depuis
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Abonné à0 utilisateur
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Abonnés1 utilisateur
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Votes53
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Abonnements44
Commentaires
Votes sur l’activité pour Slava Skorbezh-
Hello @... We have seen other customers ask their agents to shift their tickets back to their Group queue at the end of their shift. Alternatively, admins can change the ticket assignee to other ag...
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Hi Barry Neary We have been asking for this problem to be solved for more tan a year (since messaging was launched). Why is a chat that has not been answered for 10 minutes considered inactive? Why...
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+1 to Soo Hian Foo comment. It'd be great to have such a feature
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@... @... Thanks for your answers. As for now, Messaging doesn't support even languages that legacy Zendesk products support. Our clients are chatting with us mostly in Ukrainian, Russian and Engli...
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Are there plans to add this functionality to the Messaging and SunCo web widgets?
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Hi Barkha Bhatia. Now everything is okay. Thanks a lot!
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Hi Barry Neary The only problem with unassigned tickets — you can not leave only Play button. If agents are allowed to manually open unassigned tickets they often try to pick up the easiest. I hope...
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Barry Neary Thanks for the clarification. The fact is that live agents are just humans. And by assigning them chats above the capacity, you can't increase their ability to respond :)
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Barry Neary We tested and found out that inactive chats do not count towards the agent's chat limit. That is, if an agent has a limit of 3 active chats, then all inactive chats will be assigned to ...
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Prakruti Hindia Mei-E Loh I have one more question. Can we have such a metric as "first assignment time to first reply time"? I do not see in Explorer as a pre-built metric.