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Pete Holborow
가입한 날짜: 2023년 8월 15일
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마지막 활동: 2023년 11월 27일
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님의 최근 활동 Pete Holborow
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The tone just doesn't really fit the rest of the answer and tone I'm going for. I'd prefer to be able to customise it to be a little more appropriate for our use case (medical related questions).
댓글 보기 · 2023년 11월 27일에 게시됨 · Pete Holborow
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THIS is the EAP I've been waiting for. I could spend less time learning how to use Explore custom metric syntax and more time analysing what I care about.
Some suggested prompts:
- What % of our tickets have negative or very negative sentiment with a high or medium confidence rate?
- Are my 1st line agents performing at a similar rate?
- Are any of my agents picking certain types of tickets preferentially?
- What root causes (one of our custom fields) cause the most negative sentiment
- Which agent uses the most macros?
- Please follow this branding guide :link: and make this dashboard fit our brand
- How many tickets are being deflected by the various tools we have in place (bots, guide suggestions etc)
댓글 보기 · 2023년 11월 24일에 편집됨 · Pete Holborow
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Thank you Daniel Aron. Follow up question, where can I edit the "knowledge is power" message? I can't find that text anywhere in the settings.
댓글 보기 · 2023년 11월 24일에 게시됨 · Pete Holborow
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Is there a way to ignore selected articles based on labels?
We have articles for both clients and providers on our help centre. The longer term plan is to split this into two different help centres but for now I'd like to only generate articles that apply to clients.
댓글 보기 · 2023년 11월 10일에 게시됨 · Pete Holborow
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Thank you, that's useful to know. We probably won't have the extra time to change intents if the system isn't learning from them - but great to know that it's on the roadmap for improvements.
댓글 보기 · 2023년 9월 21일에 게시됨 · Pete Holborow
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Have just enabled this and am excited about the potential. I've noticed that a few tickets are coming through with what I would consider the wrong intent. I see that it's possible to pick a different intent from the Intelligence panel.
My question is - does the system learn from these adjustments so that it better categorises our tickets moving forwards?
댓글 보기 · 2023년 9월 11일에 게시됨 · Pete Holborow
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