Ricerche recenti
Nessuna ricerca recente

Rob Lajeunesse
Data ingresso 11 lug 2022
·
Ultima attività 18 lug 2023
Seguiti
0
Follower
0
Attività totali
17
Voti
6
Abbonamenti
2
PANORAMICA ATTIVITÀ
BADGE
ARTICOLI
POST
COMMENTI NELLA COMMUNITY
COMMENTI AGLI ARTICOLI
PANORAMICA ATTIVITÀ
Ultima attività di Rob Lajeunesse
Rob Lajeunesse ha commentato,
Simple answer, it's because it's custom code enabled by Sunshine Conversations. To fully use that, you likely need a developer and additional SKU when you exceed a relatively small amount of MAU.
Agree this should be standard.
Visualizza commento · Data ultimo post: 18 lug 2023 · Rob Lajeunesse
0
Follower
0
Voti
0
Commenti
Rob Lajeunesse ha creato un post,
For our chat experiences, we need to be able to set better expectations in Messaging around agent availability and potential waiting times/spot in the chat queue. This would help customers understand if they want to wait and chat live, or take it async.
We use a ton of offshore resources so we don't have consistent ticket ownership, so this is a critical feature for us.
Data ultimo post: 04 mag 2023 · Rob Lajeunesse
10
Follower
20
Voti
9
Commenti
Rob Lajeunesse ha creato un post,
We have a use case to be able to identify words during a Messaging conversation and provide real time guidance to our agents in escalations scenarios. Example would be a customer threatening BBB, or some sort of legal action, that would tag and provide real time guidance to the agent on how to handle.
Data ultimo post: 27 apr 2023 · Rob Lajeunesse
1
Follower
1
Voto
1
Commento
Rob Lajeunesse ha commentato,
Agree with all the sentiment here, this is crazy it hasn't been prioritized. This and time based triggers to prompt a message to restart the bot should be table stakes especially if this is a core part of the Product.
Zendesk proving they are not enterprise-grade by not only continuing to deprioritize this, but also other critical functionality gaps (e.g. can't report on missed chat data with Omnichannel routing, basic metrics missing in Explore).
Visualizza commento · Data ultimo post: 14 apr 2023 · Rob Lajeunesse
0
Follower
1
Voto
0
Commenti
Rob Lajeunesse ha commentato,
Also having similar issues as the posting above with agents getting assigned a bunch of tickets through the EAP. It almost seems like tickets are being assigned without the agents clicking the accept button but want to confirm behavior as designed.
Visualizza commento · Data ultimo post: 14 mar 2023 · Rob Lajeunesse
0
Follower
1
Voto
0
Commenti
Rob Lajeunesse ha commentato,
There's still a gap here for GA4 support for the Messaging widget. When will GA4 work with Messaging to fire events?
Visualizza commento · Data ultimo post: 02 feb 2023 · Rob Lajeunesse
0
Follower
0
Voti
0
Commenti
Rob Lajeunesse ha commentato,
Barry Neary few feature requests as we're standing this up:
- The ability to group and organize statuses for agents is critical for agent experience. It would be great to group productive and break statuses together so agents can quickly find custom statuses. This is critical for our BPO Vendor Management.
- Having some ability to do fallback routing for Voice would be great to have sooner, rather than later, or some ability to prioritize based on a group what tickets agents get first.
- With custom statuses, being able to remove default statuses as long as we have equivalents setup to keep agent experience more cleanly.
Visualizza commento · Data ultima modifica: 28 nov 2022 · Rob Lajeunesse
0
Follower
0
Voti
0
Commenti
Rob Lajeunesse ha commentato,
Agree on this feature, this is table stakes.
Not sure Dane what you mean above by a "much simple" visualization/chart type, that's not really a workaround, it's forcing users to leverage a different visual (which you all call out in the article that the charts are best for specific data comparisons) to see the legend. Not a great experience.
Visualizza commento · Data ultimo post: 02 ago 2022 · Rob Lajeunesse
0
Follower
3
Voti
0
Commenti
Rob Lajeunesse ha commentato,
Adding my vote, we need this feature and it should be foundational.
Visualizza commento · Data ultimo post: 11 lug 2022 · Rob Lajeunesse
0
Follower
3
Voti
0
Commenti