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Stephen White

Adhésion le 08 nov. 2022

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Dernière activité le 18 déc. 2024

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Stephen White a ajouté un commentaire,

CommentaireUsing legacy AI agent functionality

Looking for some assistance here please. I'm looking to use this feature to validate customer information by comparing two variables.

 

Email = provided by the customer through ‘ask for details’

customeremail = retrieved through a prior API call and stored as a variable 

 

Is this possible? Or perhaps there's a different way to compare info collected with known information stored from API responses?

Afficher le commentaire · Publication le 17 juil. 2024 · Stephen White

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Stephen White a ajouté un commentaire,

Commentaire de la communauté Feedback - Help Center (Guide)

Do we have an update on this Katarzyna Karpinska? It's a fairly basic feature in any CMS.

Thanks

Afficher le commentaire · Publication le 06 mars 2024 · Stephen White

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Stephen White a ajouté un commentaire,

Commentaire de la communauté Feedback - Voice (Talk)

Any update on this one? It seems to have plenty of support. It's standard for any call center to warm transfer calls to colleagues. 

Afficher le commentaire · Publication le 14 févr. 2023 · Stephen White

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Stephen White a ajouté un commentaire,

CommentaireMeasuring success

After a customer self-serves via messaging, selecting 'yes my problem is resolved' and getting the "Great, knowledge is power. You can ask me another question at any time." is there a way to present CSAT? 

 

Afficher le commentaire · Publication le 08 févr. 2023 · Stephen White

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Stephen White a ajouté un commentaire,

CommentaireWorkflow best practices and recipes

If I have 2 groups, 1st being the default customer service group and the second being a specific skill:

1. CS

2. Skill 1

Does the default group work in such a way that the priority of new messages would be assigned to agents with group 2 as default over agents with group 1 as default? 

I'm trying to route all messages to group 2 with the above recipe but overflow when agents are at capacity. 

Thanks in advance.

Afficher le commentaire · Publication le 07 févr. 2023 · Stephen White

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Stephen White a ajouté un commentaire,

Commentaire de la communauté Feedback - Voice (Talk)

Hello, I see this was on the short-term roadmap in May this year. What is the status, please?

Afficher le commentaire · Publication le 29 déc. 2022 · Stephen White

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Stephen White a ajouté un commentaire,

Commentaire de la communauté Feedback - Voice (Talk)

Hi, did this one progress at all?

Afficher le commentaire · Publication le 13 déc. 2022 · Stephen White

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Stephen White a ajouté un commentaire,

CommentaireReporting for Talk

I'm also looking for an answer to Gerald's question:

When looking at our reports, we are seeing a lot of calls in the "Not Recorded" time bracket. With a heavy focus on abandoned calls, we are trying to get a clear understanding of this customer's experience. If a call is Abandoned in Queue, but "Not Recorded" does that mean that the customer is disconnecting prior to entering our queue? If so, what is the difference between the "Not Recoded" section and the "Zero" part of the 0-5sec bracket? 

 

Afficher le commentaire · Publication le 13 déc. 2022 · Stephen White

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Stephen White a ajouté un commentaire,

Commentaire de la communauté Feedback - Chat and Messaging (Chat)

Just to clarify, if an agent doesn't click 'log out' and instead closes the browser and shuts down their PC they still show as online. I also assume this continues to consume agent seats??

When the browser is then opened you have to login but the session time remains active, I have users online for nearly 300 days when they login every day to Zendesk. Sounds like a bug to me not a required feature. 

At the very least I need to force log them out.

Afficher le commentaire · Publication le 24 nov. 2022 · Stephen White

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Stephen White a ajouté un commentaire,

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

Karen Hynes any further update on this one?

Thanks

Afficher le commentaire · Publication le 08 nov. 2022 · Stephen White

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