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Andy Dyer

Adhésion le 15 avr. 2021

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Dernière activité le 16 mars 2022

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Andy Dyer a ajouté un commentaire,

CommentaireViewing and using dashboards

This is a great update, but I'm seeing the same as Rafael - the support online number is not right, and there is no drill in on any.

Afficher le commentaire · Publication le 16 mars 2022 · Andy Dyer

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Andy Dyer a ajouté un commentaire,

CommentaireService Level Agreements (SLA), macros, and CSAT

Is anyone else seeing higher rates of bad ratings now?  The last couple of weeks are 2x normal and there is no obvious explanation.  It does seem like this problem happens inconsistently almost.

Afficher le commentaire · Publication le 06 déc. 2021 · Andy Dyer

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Andy Dyer a ajouté un commentaire,

CommentaireLive chat agent guide

Is it possible to turn off only the browser notification for the "business hours have started do you want to go online" or whatever.  With agent workspace when you're purposely not on chat, like a supervisor, those messages pop up all day

Afficher le commentaire · Publication le 11 oct. 2021 · Andy Dyer

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Andy Dyer a ajouté un commentaire,

CommentaireService Level Agreements (SLA), macros, and CSAT

We tried the alternative and did see a pretty substantial drop in response rate, so we've switched back and just accept it for now, but do hope to see a fix for a known issue.

Afficher le commentaire · Publication le 26 janv. 2021 · Andy Dyer

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Commentaire de la communauté Q&A - Reporting and analytics

Following as I have same issue

Afficher le commentaire · Publication le 12 déc. 2018 · Andy Dyer

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Andy Dyer a ajouté un commentaire,

Commentaire de la communauté Feedback - Voice (Talk)

+1 I'd like to be able to trace why calls went to voicemail during business hours, report on % of day that agents were available

Afficher le commentaire · Publication le 27 sept. 2018 · Andy Dyer

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Andy Dyer a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

We have a similar issue when using "next reply", often customers will just say "Thanks!" which then commits us to reply.  Even when we set it to Pending, it still is waiting for our reply instead of "periodic update".

Afficher le commentaire · Publication le 20 déc. 2017 · Andy Dyer

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Commentaire de la communauté Feedback - Chat and Messaging (Chat)

+1 would love to be able to change status either from Agents page or the "view all" team members.

It's actually more of an issue if an agent sets themselves to Away and forgets to go Invisible.  We've found that idle time doesn't work for us when we're chatting from Zendesk, lots of accidental logouts.

Afficher le commentaire · Publication le 20 déc. 2017 · Andy Dyer

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