Ian Smith
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Ian Smith comentou,
I think this is a pretty straight-forward one. If an agent missed 1 or 2 calls just auto-change them to "away" or "offline."
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Ian Smith comentou,
It also seems like "Online Time" reporting is supported for Chat agents but not Talk agents. So I would think that this is certainly something that is possible to implement.
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Ian Smith comentou,
This is super important in terms of measuring an agent's performance. I see little reason to have this available on the Talk Dashboard an not have it available in the reports.
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Ian Smith comentou,
@James Cory SELECT # inbound Calls WHERE Call Wait Time<30/# inbound Calls With what you have here, you would be including calls that never left your IVR/auto-attendant in both your numerator and d...
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Ian Smith comentou,
If you have multiple schedules, which one does Insights use for business hours?
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Ian Smith comentou,
There are certain Insights metrics that use business hours. If I have multiple schedules under the Enterprise plan how do I know what business hours insights is defaulting to?
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Ian Smith comentou,
Hi Leah, That is what we are doing now but text message are threaded so #Tickets could be a largely underestimated since new text messages will be threaded to old tickets if the ticket is not clos...
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Ian Smith criou uma publicação,
Counted number of SMS messages received and delivered
Does anyone have a way to report on total number of SMS messages received and total number of SMS messaged delivered. That data exists in Channels > Text > History > Status column, but I do not se...
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Ian Smith comentou,
Hi Nicole, Thanks! That seems super useful. However, is it possible to get ticket details (comments/conversations) into a email target if the target recipient does not have a ZD account?
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Ian Smith comentou,
Right now, we are just looking to inform the ops team of a problem. They have their own CMMS to track these sorts of things. How would I go about doing this using forms?