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Adrian Bishop
Data ingresso 15 apr 2021
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Ultima attività 02 ago 2022
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Ultima attività di Adrian Bishop
Adrian Bishop ha commentato,
Hi,
This: -
Note: Follow-up tickets are not created if a side conversation within a child ticket is updated while the parent ticket is closed. For more information about the parent-child relationship of tickets, see About side conversation child tickets.
Is causing us a real problem, why does this not work???
Side conversation tickets are being responded to when the main ticket is closed but those replies are going nowhere. This is really poor, is there an alternative solution to this?
Visualizza commento · Data ultimo post: 02 ago 2022 · Adrian Bishop
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Adrian Bishop ha commentato,
Thanks for writing this article, we set this to agent view only to remove it from the submit a request form, we didn't expect this result.
Is this a bug? If not then the assumed feature seems ridiculous.
Visualizza commento · Data ultimo post: 29 lug 2022 · Adrian Bishop
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Adrian Bishop ha commentato,
Looking forward to being able to report on agent availability in talk, this is a much needed KPI in our business.
Visualizza commento · Data ultimo post: 07 lug 2022 · Adrian Bishop
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Adrian Bishop ha commentato,
Hello. It seems to have improved but only in terms of reliability, you still can't distinguish between the sub lines and the main heading.
Visualizza commento · Data ultimo post: 23 mag 2022 · Adrian Bishop
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Adrian Bishop ha commentato,
+1 to this idea!
The user data app is cumbersome, native functionality should capture when a user has multiple unsolved tickets.
Visualizza commento · Data ultimo post: 24 mar 2022 · Adrian Bishop
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Adrian Bishop ha commentato,
Why can't we consult when transferring to a group?
1. We like to consult, it is polite and good etiquette.
2. If they don't answer, call may be abandoned when we could potentially try someone else.
This is poor functionality.
Visualizza commento · Data ultimo post: 22 feb 2022 · Adrian Bishop
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Adrian Bishop ha commentato,
Hi, we use support and talk mostly, one of the issues we have is when a customer calls us about an existing ticket, it always creates a new ticket which we then merge into the existing one, this is very messy. Could agent workspace improve this functionality?
Visualizza commento · Data ultimo post: 04 feb 2022 · Adrian Bishop
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Adrian Bishop ha commentato,
I would like to see this in Explore so we can set targets for agent availability against missed calls/declined calls etc.
Visualizza commento · Data ultimo post: 24 gen 2022 · Adrian Bishop
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Adrian Bishop ha commentato,
How does this work on the 'transfer only' status? If agents are 'transfers only' does this cause the same problem as 'away' status.
Visualizza commento · Data ultimo post: 21 gen 2022 · Adrian Bishop
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Adrian Bishop ha creato un post,
Hi,
It would be really useful to report on side conversation usage, e.g. who is regularly being contacted on side conversation tickets/emails.
Currently there is nothing available so any data would be a start
Data ultimo post: 21 gen 2022 · Adrian Bishop
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