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Shawna
가입한 날짜: 2023년 12월 20일
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마지막 활동: 2025년 1월 23일
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님의 최근 활동 Shawna
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I agree with Matt. I swapped to the New CSAT survey format, as I was excited to gain better data to use for our Customer Service model. Only to be told that the data is not accessible unless I build and API report. They have not released the report for the dashboard, nor can you create a report to capture the data. (Unless you can code using API) This was very discouraging, and quite frankly a let down. Why offer this great feature, but no way to interpret the data?!?! Do better Zen Desk!
댓글 보기 · 2025년 1월 23일에 게시됨 · Shawna
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Disappointing that there is no direction on how to pre-purchase in bulk. So its recommended, but not easily accessible to do. When I reach out out to billing, they did not even have an answer.
댓글 보기 · 2025년 1월 22일에 게시됨 · Shawna
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Is there a way to build a query or report to show the updated CSAT survey information? Number of tickets scored 1,2,3,4,5?
댓글 보기 · 2025년 1월 22일에 게시됨 · Shawna
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So we had active web widgets, and I wanted to change the messaging. I made the updates and now it wants me to publish AI Agents. Is this a change? Will we be charged for this update?
댓글 보기 · 2024년 12월 18일에 게시됨 · Shawna
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Who can I reach out to this about? We were told for Agent Workspace, Omnichanel (Sunshine) routing, chat feature is no longer supported. Only Messaging, Email, API.
댓글 보기 · 2024년 7월 29일에 게시됨 · Shawna
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WE shifted to Agent workspace, and were told that Chat is no longer supported. Only messaging. Reading this updated article, it suggests that chat is indeed an option? Messaging is not ideal for our call center. Chat can be disabled outside of business hours, while messaging lets the customer think there is an agent who is going to assist them shortly. This is even with the pre-programed message that someone will assist 8-10 est.. Please provide more information around the chat feature that we were told was no longer supported.
댓글 보기 · 2024년 7월 25일에 게시됨 · Shawna
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I am looking for data on abandoned calls in IVR. In the live report, you can see the times the calls were abandoned. I need historical. So when the call was abandoned for the day prior. If it was inside out call center times, or outside.
댓글 보기 · 2024년 7월 17일에 게시됨 · Shawna
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