Carrie Adkisson

Brett Bowser my CSM is on leave currently and I need to confirm dates I was given for 2025, can you contact me please?

Hello Destiny,

How would that apply to Messaging? We are seeing that suspended users are still able to initiate conversations with agents that show up as normal tickets to the agents. Is there a way to prevent this?

This is great! How would I go about isolating or excluding a specific group in order to see an average first response time for each specific group?

Hi,

Since there is no formula for seconds here, only minutes- is this why the metric I am seeing is so general?

Basically on my dashboard it looks like all my agents have the same response time since they are all under a minute, whereas with chat I was able to see and compare down to the second. This is one of the metrics we use for monthly performance rewards, is there a way to get more precise with this? I also track response time daily for the whole team, and having it be a median number that looks the same every day is not that helpful. Thank you!

Hi Jenny Gillett,

I would also love an update on this as we want to start a video consultation project very soon. As this was planned for 2022 and the year is almost over, is this available now?

Thank you!

Under 'Creating and editing tags in History' it states:

Most agents do not have access to modify tags in History

Is there a way to give agents permission to edit the tags in their own chat history without making them an admin?

When our agents are really busy sometimes they forget to add a tag during the chat session and would like to add it after the chat has ended.

Feature Request Summary: 

I would like a native way to measure and compare the total number of times a chat trigger was fired with the number of times it led to an engagement. Currently I can only measure the latter, so have no basis for comparison.

Description/Use Cases: 

Our company had recently introduced chat triggers, and there is some disagreement about the value of using them vs the annoyance factor of the pop up for our team members. I want a way to quantify the benefit of the trigger.

Business impact of limitation or missing feature:

Not having this metric will impact our ability to measure the results of our efforts and could impact the official recognition of goals being completed.

I am also interested in an update on this. We are using Gather internally and our customer service team would like the ability to add wav audio clips to posts. 

Thank you Nicole, this would be a great feature, as we are trying to reduce all the group emails with these posts. 

Thank you for considering this feature request

Is it possible to @mention a specified group instead of an individual? For example, if I wanted to make sure the whole agent team sees a specific post? Or do I have to @mention each individual?

Thank you!