Stephen Belleau
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Stephen Belleauさんの最近のアクティビティ-
Stephen Belleauさんがコメントを作成しました:
Shona Coutts I don't think there's a native way to do this in Explore, but there's a workaround you can set up. For some reason, Triggers and Views do see Follow-up tickets as a channel. So you can...
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Stephen Belleauさんがコメントを作成しました:
Joshua Bentley Gotcha! Then yes, I think there's a way. For your Talk query, create a custom attribute. We'll use the SWITCH function to replace the phone number with something more meaningful. You...
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Stephen Belleauさんがコメントを作成しました:
No problem :) Haven't tried anything like that personally! But if the IVR transfer number shows up in that internal comment, you should be able to use it in a trigger condition the same way we're l...
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Stephen Belleauさんがコメントを作成しました:
Mary Paez - I think this is actually possible! If you're using the Knowledge Capture dataset, you do have access to some Ticket attributes. There's a metric called % Article linking rate: D_COUNT(...
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Stephen Belleauさんがコメントを作成しました:
You can do this with a custom attribute. But be aware, you can't filter a custom attribute by floating date ranges. So you need to: 1. Remove your Ticket Created - Year/Month columns. Since those h...
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Stephen Belleauさんがコメントを作成しました:
Joshua Bentley This sounds familiar! We found a solution for exactly this scenario. Create a trigger with these conditions: Ticket is Created Channel is Voicemail Comment text does not contain the...
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Stephen Belleauさんがコメントを作成しました:
Joshua Bentley You can totally do this! Adding buttons to toggle between common ranges is done via Bookmarks. The behavior you describe with the precanned dashboard automatically filtering for la...
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Stephen Belleauさんがコメントを作成しました:
I feel like something's not quite right here. I tried several things with formulas but nothing works. This is what I expected to be a solution: 1. It makes sense that metrics are expecting a number...
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Stephen Belleauさんがコメントを作成しました:
Abed Islam I know this won't be helpful unless your team is very small. But we did actually set up a series of triggers for this. I'm not familiar with MS Teams but we have a Slack webhook. Hopefu...
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Stephen Belleauさんがコメントを作成しました:
Trevor Kanaya In theory! I suppose it depends on your role permissions. If all agents are group-restricted (can only see tickets that belong to groups they are in), then that should work. Otherwise...