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Lea Møller Baun
가입한 날짜: 2023년 2월 15일
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마지막 활동: 2023년 7월 19일
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님의 최근 활동 Lea Møller Baun
Lea Møller Baun님이 에 댓글을 입력함
Is there anyway to set a condition that makes it only fire if the agent has assigned themself/taken the ticket? I see the "Visitor served" condition, but as I understand it has to be both taken and responded by the agent.
댓글 보기 · 2023년 7월 19일에 게시됨 · Lea Møller Baun
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How would the command look? It doesnt work if i try to work it into the bolean expression.
IF (([Call direction]="Inbound")
AND (VALUE(Call wait time (sec)) <= 10))
AND (Call duration - Call IVR time = call not including IVR)
THEN [Call ID]
ENDIF
댓글 보기 · 2023년 7월 06일에 게시됨 · Lea Møller Baun
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Hey there.
Can anybody tell me if this is including or excluding the time the customer spends in the IVR menu?
If it is including the IVR menu, is there anyways to make this so it only shows how long the customer is waiting for the agent to pick up the phone?
댓글 보기 · 2023년 7월 05일에 게시됨 · Lea Møller Baun
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Lea Møller Baun님이 에 댓글을 입력함
Hello Walter, yes, I used the formulas that you send to make 2 standard calculated attributes. What do you use as metrics? Because I tried to make one with solved tickets, with just tickets etc, but it doesnt seem to be working for me for some odd reason.
댓글 보기 · 2023년 5월 25일에 게시됨 · Lea Møller Baun
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I'm trying to make an attribute that sees the following.
Tickets solved and tickets created withtin the last 3 hours. Any idea on how to make that work? My metrics are tickets solved and tickets created, but what would you put to make the attribute just look at the last 3 hours?
댓글 보기 · 2023년 5월 24일에 게시됨 · Lea Møller Baun
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I am setting up an IVR system for our clients - but they want the Opt-out possibility and call back. This is not available to set up in the IVR system, so we have had to make a workaround from their current phone company where they use the IVR from their system and then it transfers the call to the three different departments.
So they have to buy three numbers for it to work - will you at some point make it possible to add these options to the IVR?
2023년 2월 21일에 게시됨 · Lea Møller Baun
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Lea Møller Baun님이 에 댓글을 입력함
I am setting up an IVR system for our clients - but they want the Opt-out possibility and call back. This is not available to set up in the IVR system, so we have had to make a workaround from their current phone company where they use the IVR from their system and then it transfers the call to the three different departments.
So they have to buy three numbers for it to work - will you at some point make it possible to add these options to the IVR?
댓글 보기 · 2023년 2월 15일에 게시됨 · Lea Møller Baun
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