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Andy Dyer

Data ingresso 15 apr 2021

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Ultima attività 16 mar 2022

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Ultima attività di Andy Dyer

Andy Dyer ha commentato,

CommentoViewing and using dashboards

This is a great update, but I'm seeing the same as Rafael - the support online number is not right, and there is no drill in on any.

Visualizza commento · Data ultimo post: 16 mar 2022 · Andy Dyer

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Andy Dyer ha commentato,

CommentoService Level Agreements (SLA), macros, and CSAT

Is anyone else seeing higher rates of bad ratings now?  The last couple of weeks are 2x normal and there is no obvious explanation.  It does seem like this problem happens inconsistently almost.

Visualizza commento · Data ultimo post: 06 dic 2021 · Andy Dyer

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Andy Dyer ha commentato,

CommentoLive chat agent guide

Is it possible to turn off only the browser notification for the "business hours have started do you want to go online" or whatever.  With agent workspace when you're purposely not on chat, like a supervisor, those messages pop up all day

Visualizza commento · Data ultimo post: 11 ott 2021 · Andy Dyer

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Andy Dyer ha commentato,

CommentoService Level Agreements (SLA), macros, and CSAT

We tried the alternative and did see a pretty substantial drop in response rate, so we've switched back and just accept it for now, but do hope to see a fix for a known issue.

Visualizza commento · Data ultimo post: 26 gen 2021 · Andy Dyer

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Andy Dyer ha commentato,

Commento nella community Q&A - Reporting and analytics

Following as I have same issue

Visualizza commento · Data ultimo post: 12 dic 2018 · Andy Dyer

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Andy Dyer ha commentato,

Commento nella community Feedback - Voice (Talk)

+1 I'd like to be able to trace why calls went to voicemail during business hours, report on % of day that agents were available

Visualizza commento · Data ultimo post: 27 set 2018 · Andy Dyer

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Andy Dyer ha commentato,

Commento nella community Feedback - Ticketing system (Support)

We have a similar issue when using "next reply", often customers will just say "Thanks!" which then commits us to reply.  Even when we set it to Pending, it still is waiting for our reply instead of "periodic update".

Visualizza commento · Data ultimo post: 20 dic 2017 · Andy Dyer

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Andy Dyer ha commentato,

Commento nella community Feedback - Chat and Messaging (Chat)

+1 would love to be able to change status either from Agents page or the "view all" team members.

It's actually more of an issue if an agent sets themselves to Away and forgets to go Invisible.  We've found that idle time doesn't work for us when we're chatting from Zendesk, lots of accidental logouts.

Visualizza commento · Data ultimo post: 20 dic 2017 · Andy Dyer

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