Ricerche recenti
Nessuna ricerca recente

Marius Gavril
Data ingresso 18 dic 2023
·
Ultima attività 20 gen 2025
Seguiti
0
Follower
0
Attività totali
29
Voti
13
Abbonamenti
9
PANORAMICA ATTIVITÀ
BADGE
ARTICOLI
POST
COMMENTI NELLA COMMUNITY
COMMENTI AGLI ARTICOLI
PANORAMICA ATTIVITÀ
Ultima attività di Marius Gavril
Marius Gavril ha commentato,
Yup, same here. Tried it with the new CSAT and placeholder is no longer viable. Are there any alternative solutions to this?
Visualizza commento · Data ultimo post: 20 gen 2025 · Marius Gavril
0
Follower
0
Voti
0
Commenti
Marius Gavril ha creato un post,
The new customizable CSAT experience is a great improvement from the basic CSAT setup Zendesk used to have.
My two nuggets with this update are:
- Allow for a follow-up question to be added for positive reviews as well, not just negative. Often times there is more specific feedback to be collected and while optional, it's a nice to have than not have at all.
- Allow for Admins to also edit the categorisation of negative/positive CSATs. For example, we currently use a 5 star rating scal and al 3 stars are either slightly positive or just neutral. As a result, we only define 1 and 2 stars as negative, which is manual work, but allows agents to see their true CSAT value. Having a drop-down next to the negative/positive attribute allows Admins to customise the experience even more and would be a HUGE value add to the feature and its usability.
Data ultimo post: 26 set 2024 · Marius Gavril
5
Follower
4
Voti
2
Commenti
Marius Gavril ha commentato,
This is a great improvement from the basic CSAT experience Zendesk used to have.
My two nuggets with this feature are:
1. Allow for a follow-up question to be added for positive reviews as well, not just negative
2. Allow for Admins to also edit the categorisation of negative/positive CSATs. For example, we currently use a 5 star rating scal and al 3 stars are either slightly positive or just neutral. As a result, we only define 1 and 2 stars as negative, which is manual work, but allows agents to see their true CSAT value. Having a drop-down next to the negative/positive attribute allows Admins to customise the experience even more and would be a HUGE value add to the feature and its usability.
Visualizza commento · Data ultimo post: 26 set 2024 · Marius Gavril
0
Follower
3
Voti
0
Commenti
Marius Gavril ha commentato,
Absolutely a low hanging fruit for the knowledge section, especially with the Knowledge Capture deprecation.
Since this is considered for development at some stage, it's worth thinking ahead and allow these self-resolves to be trackable via an identifiable event. Keep in mind some users will want to set up a trigger to tag or isolate these individual events.
Visualizza commento · Data ultima modifica: 23 lug 2024 · Marius Gavril
0
Follower
1
Voto
0
Commenti
Marius Gavril ha commentato,
With more and more people transitioning to Messaging as a pre-requisite to Chatbot and AI add-ons, it is imperative that companies are able to attribute Offers, Acceptances and Acceptance Rate % on an individual level.
This helps alleviate the level of effort required to identify whether the right course of action is with actioning outliers or applying a team wide solution.
Offers, Acceptances and Acceptance Rate % in their current format (ticket based) are helpful, but only to a limited extent. The priority development of an agent based value for these metrics will make any Operation's life easier and help sustain performance.
In a context where:
- Conversation is offered to Agent 1
- Agent 1 does not accept
- Same conversation is then offered to Agent 2
- Agent 2 accepts
The ideal scenario would be to capture an individuals' direct performance for tickets that they have been offered and extract:
- Offers 1, Acceptances 0 and Acceptance 0% for Agent 1
- Offers 1, Acceptances 1 and Acceptance 100% for Agent 2
Visualizza commento · Data ultima modifica: 10 apr 2024 · Marius Gavril
0
Follower
5
Voti
0
Commenti
Marius Gavril ha creato un post,
Guided Mode is great and efficient for how our team operates. One improvement suggestion that we had and came across recently is tied to how collision detection operates and how an actual agent can go through tickets.
Right now, in the event that Light Agents are viewing a ticket, that ticket does not get served to the agent that's in Play Mode due to collision detection. It would be great if Guided Mode would bypass the presence of a Light Agent and still allow that ticket to be displayed for handling.
Data ultimo post: 20 dic 2023 · Marius Gavril
3
Follower
2
Voti
1
Commento
Marius Gavril ha commentato,
In the event that Light Agents are viewing a ticket, that ticket does not get served to the agent that's in Play Mode due to collision detection. Is there a way to bypass this shortcoming?
Visualizza commento · Data ultima modifica: 18 dic 2023 · Marius Gavril
0
Follower
0
Voti
0
Commenti