Ian Smith
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Ian Smith님의 최근 활동-
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I think this is a pretty straight-forward one. If an agent missed 1 or 2 calls just auto-change them to "away" or "offline."
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It also seems like "Online Time" reporting is supported for Chat agents but not Talk agents. So I would think that this is certainly something that is possible to implement.
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This is super important in terms of measuring an agent's performance. I see little reason to have this available on the Talk Dashboard an not have it available in the reports.
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@James Cory SELECT # inbound Calls WHERE Call Wait Time<30/# inbound Calls With what you have here, you would be including calls that never left your IVR/auto-attendant in both your numerator and d...
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If you have multiple schedules, which one does Insights use for business hours?
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There are certain Insights metrics that use business hours. If I have multiple schedules under the Enterprise plan how do I know what business hours insights is defaulting to?
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Hi Nicole, Thanks! That seems super useful. However, is it possible to get ticket details (comments/conversations) into a email target if the target recipient does not have a ZD account?
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Maybe I don't know how forms work... But what I am looking for is this: 1.) Agent completes form during ticket creation 2.) Form contents are automatically email to a specific email address
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Can a completed form for agents be set up to email an enduser?
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Hi Jessie, Were you able to check in on this? Thanks!