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Nico V

Adhésion le 16 oct. 2021

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Dernière activité le 13 janv. 2025

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Nico V a ajouté un commentaire,

CommentaireRouting

Hi,

not sure if this is the appropriate area but cannot find reference.

The agent status can be online, away, offline (for chats and for calls).
Is there a way to change the status from “online” to “offline”, etc. time-based? i.e. officer A is online from 09:00 to 13:00, the system automatically turns him “online” at 09:00 and o"offline" at 13:00?

Most likely someone has already replied and the answer yes, just, I cannot find how to do it.

Thank you!
Nico

Afficher le commentaire · Publication le 13 janv. 2025 · Nico V

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Nico V a ajouté un commentaire,

CommentaireBuilding reports

Hi,

I have a doubt. Do internal messages and the side conversations affect the one-touch ticket resolution metrics?
Example: if a ticket has 1 internal note and 1 message to the customer, does it count as one-touch ticket?

Thank you for the clarification!

Afficher le commentaire · Publication le 12 oct. 2023 · Nico V

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Nico V a ajouté un commentaire,

CommentaireUsing legacy AI agent functionality

Hei,

I have a chatbot for my website.

I made:
- answer A for first arrival on home page
tree branches 1, 2, 3,

- answer B for general use
tree branches 1, 3, 4, 6

- answer C when the customer visit cancellation policy
tree branches 6

It would be useful to use same "branch" for branch 1 in Answer A and B
It would be useful to allow branch transfers from B to C in case of cancellation.

Having same text on multiple answers allow for errors like having outdated information on one area but not the other.

What solution do you recommend?

Afficher le commentaire · Publication le 20 juil. 2023 · Nico V

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Nico V a ajouté un commentaire,

CommentaireTicket customization

Please, consider enabling the possibility to permanently diseable the translation feature instead of forcing users to do it everytime by clicking it, it is just 1 click, but still it is a waste of time.

Afficher le commentaire · Publication le 20 avr. 2023 · Nico V

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Nico V a ajouté un commentaire,

CommentaireManaging Talk

Hi Dane,

The option is interesting but not suitable because Team B and Team A are totally different division. 
Team B is not able to answer Team A questions.
Sorry I did not make this clear at first time.

Afficher le commentaire · Publication le 03 avr. 2023 · Nico V

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Nico V a ajouté un commentaire,

CommentaireManaging Talk

Hi!

To my understanding, the option Dane suggested, requires two different phone number.

Whereas, I would like to set from the same phone number, the IVR to teams with different work hours.
1> team A
2> team B

team A works on work hours. When it is closed, the customer received the callback option.
team B works 24/7.

Is it possible or I must use 2 different phone numbers?

Thank you!


Afficher le commentaire · Publication le 10 mars 2023 · Nico V

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Nico V a ajouté un commentaire,

CommentaireTicket management

Hei,

Not clear to me.
Is there a way to see a set of archieved tickets without going through "research"? I do not mean in views, just, how to open the archieve, especially tickets with a certain tag?

Thank you!

Cheers,
Nico

Afficher le commentaire · Publication le 25 août 2022 · Nico V

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Nico V a ajouté un commentaire,

CommentairePerforming calculations

Hei Gab Guinto,

you made my day!

I was almost there, but could not think of that. Thank you so much :D

 

Cheers,
Nico

Afficher le commentaire · Modification le 12 mai 2022 · Nico V

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Commentaire de la communauté Q&A - Reporting and analytics

Thank you Suzanne Reed for being smart :)
Indeed, that's the case. 

Seems Explore has many features and sometimes it is just a matter of understanding where to find for them!

Afficher le commentaire · Publication le 05 mai 2022 · Nico V

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Nico V a ajouté un commentaire,

CommentairePerforming calculations

Hei there!

I wish to combine a few channel types to reduce a chart view to three options:
- email

- voice

- FB + IG + messaging + WA

Then, I would visulise a graph to show 3 lines for 6 weeks time (1 line for the grey-background elements aggregated, 1 line for email, 1 line for voice).

I can create the groups and sets but I fail to use them.
Can you suggest a solution?


Thank you for your time!

Cheers,
Nico

 

Afficher le commentaire · Publication le 03 mai 2022 · Nico V

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