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Jonathan

Adhésion le 16 oct. 2021

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Dernière activité le 28 avr. 2022

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Jonathan a ajouté un commentaire,

CommentaireAdditional ticket channels

Hi,

What if a new messaging conversation is not accepted by any agent, does it continue to bounce around agent to agent?

Is there any suggestion to monitor these events.
A downside of switching to messaging from chat is visibility on the acceptance rate and missed chats like how the classic ZD chat had in the dashboard.

Afficher le commentaire · Publication le 28 avr. 2022 · Jonathan

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Jonathan a ajouté un commentaire,

CommentaireBuilding reports

Hello,

The default metric formulas do not match the the attributes. I had to create custom metrics because it is case-sensitive.  How can I get this corrected so the default metrics reflect the attributes options accordingly 

 

Afficher le commentaire · Publication le 09 nov. 2021 · Jonathan

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Jonathan a ajouté un commentaire,

CommentaireEnd users and organizations

In explore what is difference between assignee role "agent" and requester role "agent" ? Which would be the accurate count to track licenses? 

Why would there be inconsistencies between the agents in both? 

 

Thanks

Afficher le commentaire · Publication le 28 mai 2021 · Jonathan

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