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Alice Vavasseur

Adhésion le 02 sept. 2022

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Dernière activité le 06 févr. 2023

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Alice Vavasseur a ajouté un commentaire,

CommentaireBuilding reports

Hi Dane ,
I'm looking for the Quality of Service (QS) of my team. The closest metrics is % Inbound completion rate, but can you confirm that the inbounds are within business hours? The formula is (to be more precise) number of completed inbouds / number of inbounds within BH ?
Otherwise, that would include all the missed calls when the office is closed right?
Thanks

Afficher le commentaire · Publication le 06 févr. 2023 · Alice Vavasseur

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Alice Vavasseur a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Hi Barry, 
I see only abandoned calls (I did not set this trigger yet) and Web Widget.
FYI, I already checked this with one of your support agent, as I did not understand why some tickets were not assigned via OCR ;)

Thanks!

Afficher le commentaire · Publication le 08 déc. 2022 · Alice Vavasseur

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Alice Vavasseur a créé une publication,

Publication Feedback - Ticketing system (Support)

 Feature Request Summary: 

Omnichannel Routing should be available for tickets created via the Web widget. 

Description/Use Cases: 

We set up OCR which works perfectly with requests sent via the form on the Help Center ("Submit a Request"), but if the user choses to use the same form, but via the widget, the ticket is not auto routed.

Business impact of limitation or missing feature:

This is problematic because our goal was to delete the "new ticket" view from our agents, so that all incoming tickets are auto assigned and avoid cherry-tree picking. 
If not all tickets are OCrouted, the manager still needs to manually assign them.

Other necessary information or resources:

Also, I think this article should/could be updated, to precise that it does not work with live chat + Web widget, even if the widget is using a form and not a chat. 

Publication le 07 déc. 2022 · Alice Vavasseur

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Alice Vavasseur a ajouté un commentaire,

Commentaire de la communauté Feedback - Reporting and analytics (Explore)

Agreed!

Afficher le commentaire · Publication le 14 nov. 2022 · Alice Vavasseur

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Alice Vavasseur a ajouté un commentaire,

CommentaireRouting

Hi,
I have several questions concerning this topic:

1- Is it possible to avoid that the first agent who connects in the morning receives most of the new tickets? Let's say we set a capacity rule to 10, and in low season we have 18 tickets in the morning and 3 agents, the 1st agent has 10, the 2nd to connect has 8 and the 3rd has none, creating a unfair situation.

2- I have a situation in which my agents have less than the max capicity of open tickets, but there are still new tickets, of their group, with the tag omnichannel, that are not assigned to them automatically. How can this be?

Thanks

Afficher le commentaire · Publication le 10 nov. 2022 · Alice Vavasseur

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Alice Vavasseur a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Agreed!

Afficher le commentaire · Publication le 02 nov. 2022 · Alice Vavasseur

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Alice Vavasseur a ajouté un commentaire,

CommentaireMetrics, attributes, and filters

Hello,

Thank you for these clarifications. Is there an Explore Recipe to check Unsuccessful Attemps, and more particulary the specific queries / questions asked by users for which the bot could not find an answer? This report should show only questions without answer of the same user of the Web Widget. Not the number of them, but the content. I cannot find it the the Dashboard :(

Thanks

Alice

Afficher le commentaire · Modification le 02 sept. 2022 · Alice Vavasseur

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