Identify last pending visitor if left off and come again , from big list

6 댓글

  • Thomas Verschoren
    댓글 작업 고유 링크

    Hey,

    A few items that can help:

    The overview shows earlier sessions by that same user.

    When looking at the chat history you can see earlier sessions and visits:

    You can setup Chat so that it creates tickets in Zendesk.

    When opening a chat, you will see those tickets in the sidebar:

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  • JISL
    댓글 작업 고유 링크

    not helpful answer give some other answer

    0
  • Pedro Rodrigues
    댓글 작업 고유 링크

    Hi JISL, unfortunately Zendesk Chat will not show us whether the visitor is new or not, at least not in the main Visitor interface.

    Additionally to what Thomas suggests above, however, there are other things you can do to properly identify new visitors vs returning visitors.

    For example, you can set up Chat triggers to tag these chats:

    And also:

    Based on these tags you could then analyze your chat traffic based on new/recurring visitors. You could also add more actions to these kinds of trigger, of course, such as set a specific skill, add an urgency tag to chats from recurring users, deflect to a specific department, etc.

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  • JISL
    댓글 작업 고유 링크

    you are giving best solution but after adding still need to manually check each visitor chat, for which visitor have trigger visitor tag and not.

    1
  • Pedro Rodrigues
    댓글 작업 고유 링크

    Unless I'm misunderstanding, you can filter all current chat traffic in the Visitors page viewed as a List, then Group by Activity (.../chat/agent#visitors/visitor_list/state).

    You can use the visitor_recurring tag on the search field on the right side of the interface:

    It's only possible to do this while viewing current visitors as a List, though (that is, no Visual monitoring filtered by tags).

    A potential feature request would be "live chat views" based on tags and/or other criteria (or "filtered monitoring") - please feel free to add it to the Community.

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  • JISL
    댓글 작업 고유 링크

    not helpful in this case we need to visitor_recurring search , auto not done

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