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Ryen Manes

Adhésion le 13 oct. 2022

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Dernière activité le 25 févr. 2025

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Dernière activité effectuée par Ryen Manes

Ryen Manes a ajouté un commentaire,

CommentaireScheduling your workforce (WFM add-on)

Hello, 

 

Can I submit a feature request for this EAP here? My team would also like to see forecast, actual (inbound volume), and solved volume on this page? Solved should be any ticket that was solved today, it doesn't have to be created and solved today. 

Afficher le commentaire · Publication le 25 févr. 2025 · Ryen Manes

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Ryen Manes a ajouté un commentaire,

CommentaireMetrics, attributes, and filters

If the ticket is idle for 10 minutes and no messages are sent so the agents capacity is released, is the 10 min of idle time included in the handle time?

Or is the 10 min of idle time subtracted from their handle time?

Afficher le commentaire · Modification le 14 nov. 2023 · Ryen Manes

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Ryen Manes a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

My teams would also benefit from this. It would alleviate the need for so many nested views just to get a count of the different teams' open tickets. Instead, we would just have one open ticket view grouped by teams. Then we use the headers for ticket count. 

Afficher le commentaire · Publication le 19 oct. 2023 · Ryen Manes

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Ryen Manes a ajouté un commentaire,

CommentaireBuilding reports

Is IVR time included in call duration?

Afficher le commentaire · Publication le 13 oct. 2022 · Ryen Manes

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