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Austin Vo

가입한 날짜: 2021년 11월 16일

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마지막 활동: 2024년 9월 03일

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님의 최근 활동 Austin Vo

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댓글Ticket automation and collaboration

We are running into an issue where the tool is recommending a macro used as a template for agents to fill in based on the customer issue. This was previously the most used macro on most tickets, but we are training away from that behavior. 

 

Is there a way we can configure to tool to not include this macro or better tailor our other macros to be picked up by the tool? 

댓글 보기 · 2024년 9월 03일에 게시됨 · Austin Vo

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댓글Using legacy AI agent functionality

Is there any explore reporting available during EAP that will help us assess how effective the generative replies are in deflecting tickets?

댓글 보기 · 2023년 10월 24일에 게시됨 · Austin Vo

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댓글Using legacy AI agent functionality

Salim Cheurfi

When trying to use the "transferred to agent" metric with the "content text" attribute, all the text options shows 0 value. How else can we track which selections result in customers connecting to an agent? 

댓글 보기 · 2023년 9월 28일에 게시됨 · Austin Vo

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댓글Using legacy AI agent functionality

The number I am getting for "transferred to agent" on the answer bot dashboard are significantly less than the number for "messaging tickets" on the Zendesk messaging dashboard. 

What could be causing this gap? all end users are required to go through the flow builder before being transferred to an agent. 

댓글 보기 · 2023년 6월 06일에 게시됨 · Austin Vo

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커뮤니티 댓글 Feedback - Ticketing system (Support)

Following this thread for updates. Would also love to see the features listed above by Ariel 

댓글 보기 · 2022년 8월 30일에 게시됨 · Austin Vo

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