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Yen Nhi Nguyen
Adhésion le 22 nov. 2023
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Dernière activité le 03 sept. 2024
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Dernière activité effectuée par Yen Nhi Nguyen
Yen Nhi Nguyen a ajouté un commentaire,
+1 I'm trying to revive this topic and maybe it's now relevant enough to add this feature 10 years later.
Afficher le commentaire · Publication le 03 sept. 2024 · Yen Nhi Nguyen
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Yen Nhi Nguyen a ajouté un commentaire,
Hello @... ,
thanks a lot for your reply!
How is it possible to route a callback to a specific group? As far as we know, it's only possible to route the callback to a specific phone number, which is then received by all agents that are available for calls.
Thank you ahead for your reply!
Best,
Yen Nhi
Afficher le commentaire · Publication le 19 août 2024 · Yen Nhi Nguyen
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Yen Nhi Nguyen a ajouté un commentaire,
Hello everyone,
I can only confirm Lindsay's statement and agree with her 100%:
“This poses a problem for two significant reasons. Firstly, it would be preferable to log that a call attempt was made, providing evidence of our efforts to connect with the customer. Currently, there is no record of attempted calls, making it challenging to demonstrate our outreach.
While notes can be added to indicate an attempt, relying solely on this method may inadvertently encourage suboptimal behavior, where employees might "pretend" to have made a call. While manageable in a small team, this approach may become problematic as our team expands.”
Our agents are currently set up to leave an internal note after attempting a call as well. Overarchingly, we also find it difficult to trust or show proof solely in this way.
Furthermore, this serves as further evidence to the customer in the event that they assert that you have not attempted to contact them.
Afficher le commentaire · Publication le 14 août 2024 · Yen Nhi Nguyen
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Yen Nhi Nguyen a ajouté un commentaire,
+1 for Limiting agent access to specific numbers
As other numbers are intended for specific departments. The appearance of customer service and the numbers associated with it, should always follow the same pattern.
Afficher le commentaire · Publication le 22 juil. 2024 · Yen Nhi Nguyen
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Yen Nhi Nguyen a créé une publication,
Currently a callback request is forwarded to any available agent. A very helpful feature would be the possibility to assign those callbacks to a certain talk group, that is able to answer those requests.
Publication le 18 juil. 2024 · Yen Nhi Nguyen
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Yen Nhi Nguyen a ajouté un commentaire,
+1 from my side for 3 and 5 as well! Looking forward to it!
Afficher le commentaire · Publication le 04 juin 2024 · Yen Nhi Nguyen
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Yen Nhi Nguyen a ajouté un commentaire,
Hi Karen Hynes ,
thanks a lot for this new feature! Is it also planned to view whenever the agent has generally logged in and out of Zendesk regardless of the channel? Like Jake, we also want to track the login and logout times of the agents. At the moment we can only see the Talk status.
Best,
Yen Nhi
Afficher le commentaire · Publication le 03 juin 2024 · Yen Nhi Nguyen
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Yen Nhi Nguyen a ajouté un commentaire,
Hi @...,
is there an update regarding this topic? Thanks!
Yen Nhi
Afficher le commentaire · Publication le 08 févr. 2024 · Yen Nhi Nguyen
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Yen Nhi Nguyen a ajouté un commentaire,
Hello!
We currently have the 2FA activated for all agents. Is it possible to deactivate it for certain agents? As this option does not work if the 2FA is activated:
- In the Zendesk Support agent interface, click your user icon in the upper right and select View profile.
- Click the Security Settings tab.
- In the Two-Factor Authentication section, click Manage.
- Click Turn off 2FA.
Is there another way to turn it off for specific agents? Thanks a lot!
Afficher le commentaire · Publication le 22 nov. 2023 · Yen Nhi Nguyen
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