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Liam Kelly

Data ingresso 15 apr 2021

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Ultima attività 07 ott 2024

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PANORAMICA ATTIVITÀ

Ultima attività di Liam Kelly

Liam Kelly ha commentato,

CommentoSetting up Talk

We have run into an issue where enabling callbacks on our lines causes a substantial increase in abandoned calls. 
Apparently customers are hearing the message and hitting 2 during the message and hanging up (they don't know they have to wait for a confirmation), these calls are then considered abandoned and no callback request is created. 

Is that how it is supposed to work? Human nature pretty much dictates they will press 2 immediately instead of waiting for the music to start. 

 

 

 

Visualizza commento · Data ultimo post: 21 mag 2024 · Liam Kelly

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Liam Kelly ha commentato,

CommentoTeam members and groups

With idle timeout disabled, how long does it take for an agent who loses connection to be set to offline? 

Visualizza commento · Data ultimo post: 18 apr 2024 · Liam Kelly

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Liam Kelly ha commentato,

CommentoBuilding reports

Will there be metrics regarding proactive messaging? We would like to see how this is working for us.

Visualizza commento · Data ultimo post: 09 feb 2024 · Liam Kelly

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Liam Kelly ha commentato,

CommentoWeb Widget documentation

How do we change the orientation of articles in the widget?  It is odd that they display horizontally in such a narrow window. 

Visualizza commento · Data ultimo post: 14 dic 2023 · Liam Kelly

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Liam Kelly ha commentato,

CommentoUsing legacy AI agent functionality

How do I see the flow builder? My screen looks very different from what I see here. Is there something I am missing?

Visualizza commento · Data ultima modifica: 26 ott 2023 · Liam Kelly

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Liam Kelly ha commentato,

CommentoSetting up Agent Workspace

How do we handle the fact there is only one chat widget and we have multiple brands? It seems that agent workspace doesn't play well with branding or differentiating between brand groups. 

 

Visualizza commento · Data ultimo post: 26 ott 2023 · Liam Kelly

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Liam Kelly ha commentato,

Commento nella community Feedback - Ticketing system (Support)

How useful is the bot?

 

Let's see, after creating the request for a major broken feature. It's been 2 hours and I have no response nor even a ticket open in my account. 

 

Apparently I no longer have ANY way to contact support. Zendesk Fix this. 

Visualizza commento · Data ultimo post: 23 ott 2023 · Liam Kelly

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Liam Kelly ha commentato,

Commento nella community Feedback - Ticketing system (Support)

Zendesk is really aggressive about closing tickets, apparently so they don't have to work on them. It's really annoying to have a long weekend and have your tickets closed without warning. 

Visualizza commento · Data ultimo post: 11 set 2023 · Liam Kelly

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Liam Kelly ha commentato,

CommentoRouting

Where do we enable this? I am trying to test it yet I can see no reference to Omnichannel routing anywhere in our instance. 

Visualizza commento · Data ultimo post: 24 apr 2023 · Liam Kelly

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Liam Kelly ha commentato,

CommentoHow to manage the help center

No. This is not alright. Why did this just start happening? We have not requested any captcha be added to OUR site.  We do not use a proxy. 

This will upset our customers, Slowing them down from getting their answer is the exact opposite reason for why we use Zendesk. 
 

Visualizza commento · Data ultima modifica: 11 ago 2022 · Liam Kelly

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