Judith Ilagan

Hi there, 

We just started the EAP and noticed a discrepancy in the report.  Looking at today's numbers, under the staffing for 9 am, it shows we have 6 actual when we only have 3. For noon, our actual shows 9 when we only have 6.  The hours in between also show the wrong actual count. 

We have 3 people starting at 9 a.m., 2 people clocking in at 12 noon, and 3 people clocking in at 4 p.m. Total of 9. 

Hi, can we add the filter option “active”

Hi Tetiana, 

Here is our HC. Our default language is en-au. On the bottom, users can change language to GB or US. Depending on the language selected, the content of the article may slightly be different. 

Before updating the HC, we can switch from 1 language to another now the language selection is not working.  

Hi Tetiana, 

I activated the generative search and its working on our end however we noticed that its no longer allowing us to switch from 1 language to another. We have 3 languages and users should be able to switch. Is this a bug or a restriction with the generative search? 

Is there a limit on the number of custom fields that we can ask the customers to fill out? I tried creating a form with 4 custom fields. For some reason 1 of the custom fields is not showing. At first, I thought there may be an issue with the field so I created a new field but the issue is the same. I tried to remove 1 of the fields that is showing so now I have 3 custom fields and the field that is not showing earlier is now showing. Is there a way we can change the limit of custom fields on an end user form?  

Previously when creating/updating a trigger the default value was blank so I could quickly write something to do a quick search. Now the default value is “-” and when typing a letter, it will be next to the “-” so it's showing no value for the search, you need to delete the “-” then start typing which is a bit annoying. Can it switch back to a default blank?

Hi Ryan, 

Is there an update on this? I have been trying to track down who suspended a user with no luck. I used to be able to see it quickly with the new user interface (beta), but it was removed. Is there any chance of putting it back? 

Is there a plan to sync WFM status with the Zendesk Status? At the moment, it is a pain that agents will have to change status twice (WFM and Zendesk status) just so we can have the omni channel routing work. And We have to chase the agents who forgot to go online in Zendesk so they can be routed with tickets. 

We signed up for the combined workstream and noticed that the number of agents in 1 workstream is considered on the combined workstream. This is making all agents available for the combined workstream and the auto-scheduling puts all on the combined workstream. We only have a few agents who are trained to do combined workstream so it is essential that there is an option to specify the agents who are in the combined workstream.

I agree with the last 3 comments. Asking the agents to do another step plus the fact that the button says “start tracking” it's not very appealing to the agents.