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Stephen White
Data ingresso 08 nov 2022
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Ultima attività 18 dic 2024
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Ultima attività di Stephen White
Stephen White ha commentato,
Looking for some assistance here please. I'm looking to use this feature to validate customer information by comparing two variables.
Email = provided by the customer through ‘ask for details’
customeremail = retrieved through a prior API call and stored as a variable
Is this possible? Or perhaps there's a different way to compare info collected with known information stored from API responses?
Visualizza commento · Data ultimo post: 17 lug 2024 · Stephen White
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Stephen White ha commentato,
Do we have an update on this Katarzyna Karpinska? It's a fairly basic feature in any CMS.
Thanks
Visualizza commento · Data ultimo post: 06 mar 2024 · Stephen White
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Stephen White ha commentato,
Any update on this one? It seems to have plenty of support. It's standard for any call center to warm transfer calls to colleagues.
Visualizza commento · Data ultimo post: 14 feb 2023 · Stephen White
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Stephen White ha commentato,
After a customer self-serves via messaging, selecting 'yes my problem is resolved' and getting the "Great, knowledge is power. You can ask me another question at any time." is there a way to present CSAT?
Visualizza commento · Data ultimo post: 08 feb 2023 · Stephen White
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Stephen White ha commentato,
If I have 2 groups, 1st being the default customer service group and the second being a specific skill:
1. CS
2. Skill 1
Does the default group work in such a way that the priority of new messages would be assigned to agents with group 2 as default over agents with group 1 as default?
I'm trying to route all messages to group 2 with the above recipe but overflow when agents are at capacity.
Thanks in advance.
Visualizza commento · Data ultimo post: 07 feb 2023 · Stephen White
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Stephen White ha commentato,
Hello, I see this was on the short-term roadmap in May this year. What is the status, please?
Visualizza commento · Data ultimo post: 29 dic 2022 · Stephen White
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Stephen White ha commentato,
Hi, did this one progress at all?
Visualizza commento · Data ultimo post: 13 dic 2022 · Stephen White
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Stephen White ha commentato,
I'm also looking for an answer to Gerald's question:
When looking at our reports, we are seeing a lot of calls in the "Not Recorded" time bracket. With a heavy focus on abandoned calls, we are trying to get a clear understanding of this customer's experience. If a call is Abandoned in Queue, but "Not Recorded" does that mean that the customer is disconnecting prior to entering our queue? If so, what is the difference between the "Not Recoded" section and the "Zero" part of the 0-5sec bracket?
Visualizza commento · Data ultimo post: 13 dic 2022 · Stephen White
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Stephen White ha commentato,
Just to clarify, if an agent doesn't click 'log out' and instead closes the browser and shuts down their PC they still show as online. I also assume this continues to consume agent seats??
When the browser is then opened you have to login but the session time remains active, I have users online for nearly 300 days when they login every day to Zendesk. Sounds like a bug to me not a required feature.
At the very least I need to force log them out.
Visualizza commento · Data ultimo post: 24 nov 2022 · Stephen White
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Stephen White ha commentato,
Karen Hynes any further update on this one?
Thanks
Visualizza commento · Data ultimo post: 08 nov 2022 · Stephen White
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