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Edmond Dang
Adhésion le 16 oct. 2021
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Dernière activité le 10 nov. 2021
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Dernière activité effectuée par Edmond Dang
Edmond Dang a ajouté un commentaire,
Are we able to customize the dashboard here? We want to be able to edit and add columns similar to how we would do this when we go into "Admin Settings" --> "Views". Essentially we want our SLA (next breach) to be showing in that dashboard.
Afficher le commentaire · Publication le 10 nov. 2021 · Edmond Dang
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Edmond Dang a créé une publication,
Hi everyone! Our team has operating hours set till 8 pm but our agents are scheduled to work until 8:30 pm so that they can clear out any remaining chats left in our queue. The only issue is that after 8pm, we are considered "offline" which means all our agents are offline too so all live chats then become a ticket. With that said, the only way we can ensure our agents can clear out the remaining chats between 8pm-8:30pm, is by extending our operating hours till 8:30pm but this will also allow more incoming calls to come in between 8-8:30 (which we do not want). If there is a way to set out operating hours till 8 pm but be able to set a 30minutes time after that to clear out the remaining queues without receiving new incoming chats, that would be great!
Publication le 08 sept. 2021 · Edmond Dang
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Edmond Dang a créé une publication,
Hi team,
I've seen this happen pretty often and wondering if there is a way to fix the way CSAT's are allocated to agents:
1- Client contacts customer service and interacts with Agent1
2- Ticket remains open since Agent1 offers a follow up.
3- Client fills out a bad CSAT survey
4- Client calls back and interacts with Agent2
5- Agent2 solves the issue and solves out all dupe tickets
6- Agent2 inherits a bad CSAT survey from Agent1.
This messes with our overall CSAT causing inaccuracy and it could be frustrating for individual agents.
Publication le 10 août 2021 · Edmond Dang
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Edmond Dang a créé une publication,
Our team noticed for a while that command+backspace doesn’t work in ZD, but works in other applications. It’s used to quickly remove a whole line which makes typing efficient. The team has been using option+backspace as an alternative, but we were hoping that someone can help look into the command+backspace fix.
Publication le 09 juil. 2021 · Edmond Dang
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