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Molly Fields
Adhésion le 25 janv. 2022
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Dernière activité le 28 août 2024
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Dernière activité effectuée par Molly Fields
Molly Fields a ajouté un commentaire,
When a call ticket with a summary is merged into another ticket, the call summary and transcription is removed from the call ticket. Is this intentional? We would also like to see the call transcription be collapsible, as it takes up a lot of space and requries extra time to scroll past.
Afficher le commentaire · Publication le 28 août 2024 · Molly Fields
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Molly Fields a ajouté un commentaire,
Hi! As previously mentioned, the call transcripts are quite long, and take up a large portion of the ticket view (requiring lots of scrolling, and additional handle time).
Can the transcript be made collapsible? Similar to how you have to click on “Show call details” for a voicemail to read the voicemail transcript?
Afficher le commentaire · Publication le 22 août 2024 · Molly Fields
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Molly Fields a créé une publication,
Our agents are very focused on AHT, and don't always remember to go to the Intelligence panel, or to the Requester Interaction History to locate tickets to merge.
It would be nice to have an alert pop up when they get on the ticket in play mode that directs them to the knowledge that the user has multiple open tickets.
Publication le 19 août 2024 · Molly Fields
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Molly Fields a ajouté un commentaire,
Hi! Which placeholder should be used in order to only show the agent alias, rather than having the full agent name be visible to the customer?
I'm referencing this article, as we are currently using the "{{ticket.comments_formatted}}" placeholder in our notification trigger, and the full agent name is exposed to the customer.
Afficher le commentaire · Publication le 14 août 2023 · Molly Fields
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