Stephen Belleau
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Atividade mais recente por Stephen Belleau-
Stephen Belleau comentou,
No problem :) Haven't tried anything like that personally! But if the IVR transfer number shows up in that internal comment, you should be able to use it in a trigger condition the same way we're l...
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Stephen Belleau comentou,
Mary Paez - I think this is actually possible! If you're using the Knowledge Capture dataset, you do have access to some Ticket attributes. There's a metric called % Article linking rate: D_COUNT(...
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Stephen Belleau comentou,
You can do this with a custom attribute. But be aware, you can't filter a custom attribute by floating date ranges. So you need to: 1. Remove your Ticket Created - Year/Month columns. Since those h...
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Stephen Belleau comentou,
Joshua Bentley This sounds familiar! We found a solution for exactly this scenario. Create a trigger with these conditions: Ticket is Created Channel is Voicemail Comment text does not contain the...
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Stephen Belleau comentou,
Joshua Bentley You can totally do this! Adding buttons to toggle between common ranges is done via Bookmarks. The behavior you describe with the precanned dashboard automatically filtering for la...
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Stephen Belleau comentou,
I feel like something's not quite right here. I tried several things with formulas but nothing works. This is what I expected to be a solution: 1. It makes sense that metrics are expecting a number...
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Stephen Belleau comentou,
Abed Islam I know this won't be helpful unless your team is very small. But we did actually set up a series of triggers for this. I'm not familiar with MS Teams but we have a Slack webhook. Hopefu...
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Stephen Belleau comentou,
Trevor Kanaya In theory! I suppose it depends on your role permissions. If all agents are group-restricted (can only see tickets that belong to groups they are in), then that should work. Otherwise...
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Stephen Belleau comentou,
Hey Jhalil Abdelkader - can you share more about what looks different between Insights and Explore? What's off about your results? As a first guess, I wonder if there needs to be brackets around yo...
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Stephen Belleau comentou,
Trevor Kanaya Indeed there is a workaround for you. You can use the SWITCH & CASE functions to rename each group ID to its name. You will need to list all groups in your instance within this custom...