최근 검색
최근 검색 없음

Molly Fields
가입한 날짜: 2022년 1월 25일
·
마지막 활동: 2024년 8월 28일
팔로잉
0
팔로워
0
총 활동 수
24
투표 수
13
플랜 수
7
활동 개요
배지
문서
게시물
커뮤니티 댓글
문서 댓글
활동 개요
님의 최근 활동 Molly Fields
Molly Fields님이 에 댓글을 입력함
When a call ticket with a summary is merged into another ticket, the call summary and transcription is removed from the call ticket. Is this intentional? We would also like to see the call transcription be collapsible, as it takes up a lot of space and requries extra time to scroll past.
댓글 보기 · 2024년 8월 28일에 게시됨 · Molly Fields
0
팔로워
1
투표
0
댓글
Molly Fields님이 에 댓글을 입력함
Hi! As previously mentioned, the call transcripts are quite long, and take up a large portion of the ticket view (requiring lots of scrolling, and additional handle time).
Can the transcript be made collapsible? Similar to how you have to click on “Show call details” for a voicemail to read the voicemail transcript?
댓글 보기 · 2024년 8월 22일에 게시됨 · Molly Fields
0
팔로워
1
투표
0
댓글
Molly Fields님이 에 게시물을 만듦
Our agents are very focused on AHT, and don't always remember to go to the Intelligence panel, or to the Requester Interaction History to locate tickets to merge.
It would be nice to have an alert pop up when they get on the ticket in play mode that directs them to the knowledge that the user has multiple open tickets.
2024년 8월 19일에 게시됨 · Molly Fields
0
팔로워
1
투표
1
댓글
Molly Fields님이 에 댓글을 입력함
Hi! Which placeholder should be used in order to only show the agent alias, rather than having the full agent name be visible to the customer?
I'm referencing this article, as we are currently using the "{{ticket.comments_formatted}}" placeholder in our notification trigger, and the full agent name is exposed to the customer.
댓글 보기 · 2023년 8월 14일에 게시됨 · Molly Fields
0
팔로워
0
투표 수
0
댓글