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Hayley Johnson
가입한 날짜: 2022년 8월 04일
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마지막 활동: 2024년 7월 11일
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님의 최근 활동 Hayley Johnson
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Hi,
I want to measure agent capability when it comes to handling tickets start to finish without having to hand off to another group. Therefore, I want to see the total number of tickets handled by an agent in total, vs the number of tickets that were handled by the agent and then moved to another group.
How can I measure this? Its not ‘one touch’ ticket as there may be multiple touches from the agent as they assist the customer, but they did not have to pass it to another group to solve it.
Thanks
댓글 보기 · 2024년 7월 11일에 게시됨 · Hayley Johnson
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Calling on the Zendesk community. I am looking to learn from businesses using the help center and chatbots to improve customer experience and deflect tickets.
What roles do you have within your team to manage the performance of the help center and the chatbots? I am creating a dedicated role but would love to learn from experienced users of Zendesk to understand how you manage this within your businesses.
2024년 6월 11일에 게시됨 · Hayley Johnson
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It would be great to know how you are supposed to understand customer sentiment and general user experience when you are unable to see anything g customers are writing into the bot for the queries that do not result in a ticket being opened.
댓글 보기 · 2024년 4월 12일에 게시됨 · Hayley Johnson
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How does this work with flow builder? We have some questions where we know the customer will need to open a ticket. Are we able to use flow builder and the generative AI tools at the same time?
댓글 보기 · 2023년 10월 26일에 게시됨 · Hayley Johnson
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Tim Grimshaw We had the same trouble. I loved using Omnichannel when we first launched - it made such a positive impact on our delivery of service to customers. But we then implemented the chatbot on our help center and switched off the contact us form and email channel, meaning all tickets were coming in via the messenger channel. We had some tagged to behave like a 'live' conversation and some tagged to behave like a ticket with a longer SLA. However, omnichannel just could not cope with 100% of tickets coming in via messenger. Capacity restrictions did not work and tickets were auto assigned to agents as soon as the ticket was added to a group that had agents assigned to it. No matter how creative we were with work arounds, we could not get the messenger tickets to assign using the omichannel rules so we have switched off omnichannel which was a very sad day for us.
Barry Neary Please can you ensure that we are added to the exclusion list to switch off omnichannel routing, Thanks :-)
댓글 보기 · 2023년 8월 16일에 게시됨 · Hayley Johnson
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Its interesting reading this thread as i have had to turn omnichannel off completely as it just does not work with the messenger channel. I cannot find a way for tickets to not automatically assign to agents that are online in the group the ticket is associated with. We have tickets in our messenger channel that we dont want to behave as a live chat. We tried to be clever and move them into a holding group so that they dont ping as a live chat, but as soon as they move into a group that has agents assigned to it, the tickets just get assigned to agents within the group and overload their capacity and also over rule any other open tickets that should have a higher priority. We want to get to a point where our chat bot is triaging all messages and deciding which are live chat and which are a longer SLA but this is proving very difficult!
댓글 보기 · 2023년 8월 09일에 게시됨 · Hayley Johnson
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Is it possible to turn this functionality off when using Omnichannel?
Inactive messages in omnichannel routing
An inactive messaging ticket (more than 10 minutes without a reply) is automatically assigned to an agent with spare capacity on a round robin basis. It won’t use up any of that capacity.
Once an agent comes online, assuming they are not at max capacity, they will be automatically assigned an inactive message from the queue without needing to accept it. If there are several inactive messages in the queue, then the first agent online in the group will be assigned them all. If more than one agent comes online at the same time, the inactive tickets are assigned starting with the agent who’s gone the longest without any messages.
댓글 보기 · 2023년 8월 03일에 게시됨 · Hayley Johnson
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This seems like such an important metric to track? Are there any plans to add this metric into Explore? Surely every business needs to understand how quickly each email reply or live chat reply from a customer waits for a response from an agent?
댓글 보기 · 2023년 7월 25일에 게시됨 · Hayley Johnson
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I am losing my mind and I am sure this is very simple!
I want to create a graph to show me the total number of tickets that required agent attention every day. I want to show new tickets, open tickets that had a reply from customers and re-opened tickets. I want the graph to show the trend by day.
I can see the total new tickets created by day, but I cant work out how to add the total number of open or re-opened tickets that required a response from our team.
2023년 7월 21일에 게시됨 · Hayley Johnson
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Is it possible to customise the view for users based on brand? We have an integration that is pulling user ID's and other user information from different places for 2 different brands. Currently all fields show on the user page which looks messy. It would be good if we could only show the user fields relevant to the brand associated with that user?
댓글 보기 · 2023년 7월 10일에 게시됨 · Hayley Johnson
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