최근 검색


최근 검색 없음

Nico V's Avatar

Nico V

가입한 날짜: 2021년 10월 16일

·

마지막 활동: 2025년 1월 13일

팔로잉

0

팔로워

0

총 활동 수

46

투표 수

12

플랜 수

14

활동 개요

님의 최근 활동 Nico V

Nico V님이 에 댓글을 입력함

댓글Routing

Hi,

not sure if this is the appropriate area but cannot find reference.

The agent status can be online, away, offline (for chats and for calls).
Is there a way to change the status from “online” to “offline”, etc. time-based? i.e. officer A is online from 09:00 to 13:00, the system automatically turns him “online” at 09:00 and o"offline" at 13:00?

Most likely someone has already replied and the answer yes, just, I cannot find how to do it.

Thank you!
Nico

댓글 보기 · 2025년 1월 13일에 게시됨 · Nico V

0

팔로워

0

투표 수

0

댓글


Nico V님이 에 댓글을 입력함

댓글Building reports

Hi,

I have a doubt. Do internal messages and the side conversations affect the one-touch ticket resolution metrics?
Example: if a ticket has 1 internal note and 1 message to the customer, does it count as one-touch ticket?

Thank you for the clarification!

댓글 보기 · 2023년 10월 12일에 게시됨 · Nico V

0

팔로워

0

투표 수

0

댓글


Nico V님이 에 댓글을 입력함

댓글Using legacy AI agent functionality

Hei,

I have a chatbot for my website.

I made:
- answer A for first arrival on home page
tree branches 1, 2, 3,

- answer B for general use
tree branches 1, 3, 4, 6

- answer C when the customer visit cancellation policy
tree branches 6

It would be useful to use same "branch" for branch 1 in Answer A and B
It would be useful to allow branch transfers from B to C in case of cancellation.

Having same text on multiple answers allow for errors like having outdated information on one area but not the other.

What solution do you recommend?

댓글 보기 · 2023년 7월 20일에 게시됨 · Nico V

0

팔로워

0

투표 수

0

댓글


Nico V님이 에 댓글을 입력함

댓글Ticket customization

Please, consider enabling the possibility to permanently diseable the translation feature instead of forcing users to do it everytime by clicking it, it is just 1 click, but still it is a waste of time.

댓글 보기 · 2023년 4월 20일에 게시됨 · Nico V

0

팔로워

2

투표 수

0

댓글


Nico V님이 에 댓글을 입력함

댓글Managing Talk

Hi Dane,

The option is interesting but not suitable because Team B and Team A are totally different division. 
Team B is not able to answer Team A questions.
Sorry I did not make this clear at first time.

댓글 보기 · 2023년 4월 03일에 게시됨 · Nico V

0

팔로워

0

투표 수

0

댓글


Nico V님이 에 댓글을 입력함

댓글Managing Talk

Hi!

To my understanding, the option Dane suggested, requires two different phone number.

Whereas, I would like to set from the same phone number, the IVR to teams with different work hours.
1> team A
2> team B

team A works on work hours. When it is closed, the customer received the callback option.
team B works 24/7.

Is it possible or I must use 2 different phone numbers?

Thank you!


댓글 보기 · 2023년 3월 10일에 게시됨 · Nico V

0

팔로워

0

투표 수

0

댓글


Nico V님이 에 댓글을 입력함

댓글Ticket management

Hei,

Not clear to me.
Is there a way to see a set of archieved tickets without going through "research"? I do not mean in views, just, how to open the archieve, especially tickets with a certain tag?

Thank you!

Cheers,
Nico

댓글 보기 · 2022년 8월 25일에 게시됨 · Nico V

0

팔로워

0

투표 수

0

댓글


Nico V님이 에 댓글을 입력함

댓글Performing calculations

Hei Gab Guinto,

you made my day!

I was almost there, but could not think of that. Thank you so much :D

 

Cheers,
Nico

댓글 보기 · 2022년 5월 12일에 편집됨 · Nico V

0

팔로워

0

투표 수

0

댓글


Nico V님이 에 댓글을 입력함

커뮤니티 댓글 Q&A - Reporting and analytics

Thank you Suzanne Reed for being smart :)
Indeed, that's the case. 

Seems Explore has many features and sometimes it is just a matter of understanding where to find for them!

댓글 보기 · 2022년 5월 05일에 게시됨 · Nico V

0

팔로워

0

투표 수

0

댓글


Nico V님이 에 댓글을 입력함

댓글Performing calculations

Hei there!

I wish to combine a few channel types to reduce a chart view to three options:
- email

- voice

- FB + IG + messaging + WA

Then, I would visulise a graph to show 3 lines for 6 weeks time (1 line for the grey-background elements aggregated, 1 line for email, 1 line for voice).

I can create the groups and sets but I fail to use them.
Can you suggest a solution?


Thank you for your time!

Cheers,
Nico

 

댓글 보기 · 2022년 5월 03일에 게시됨 · Nico V

0

팔로워

0

투표 수

0

댓글