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Priscilla Shaw
가입한 날짜: 2021년 5월 16일
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마지막 활동: 2024년 11월 21일
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님의 최근 활동 Priscilla Shaw
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Support additional call monitoring feature
Feature Request Summary:
Zendesk Talk should have an additional call monitoring feature where a manager/lead can speak with the agent, but the caller can’t hear the manager. This feature was available with our previous telephony provider, Mitel.
Description/Use Cases:
The agent is perhaps new or an agent is with a difficult caller. Instead of handing off the call the manager find that this call can be a good coaching opportunity. The manager jumps into the call without the caller knowing and the manager proceeds to guide the agent through the conversation. The agent helps the client, learns from the call and the manager builds rapport with the agent as well.
Business impact of limitation or missing feature:
This is a feature that our business uses on a regular basis and a tool used to train new hires. Moving to Talk without this feature is a lost opportunity for our managers and agents.
2021년 8월 31일에 게시됨 · Priscilla Shaw
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We would like the ability for a manager to be able to listen in to a call and speak with the agent without the client hearing the manager. Is that option available?
댓글 보기 · 2021년 8월 24일에 게시됨 · Priscilla Shaw
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Is there a way to simulate multiple chats at once?
댓글 보기 · 2021년 5월 12일에 게시됨 · Priscilla Shaw
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When I switched to Agent Workspace, I was getting the sound notification for Operating hours. I believe that notification sound didn't get enabled. I've switched AW on and off and now I don't hear it!
Thanks.
댓글 보기 · 2021년 5월 10일에 게시됨 · Priscilla Shaw
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When switching to Agent Workspace agents don't have the option to control the sound notification for the following, Automatic status change, Trigger activated, and Operating hours start/end.
If the agent is new to chat they are stuck with the default sound, which is the "Alert" sound. The alert sound in my opinion is the worst! 🚨
Is there a plan to adjust the notifications sounds options for those three or at least for the "Operating hours start/end" in Agent Workspace?
*Screenshot below has Agent Workspace on the left vs Classic on the right.
2021년 5월 07일에 게시됨 · Priscilla Shaw
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