Adrian Bishop
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Adrian Bishop comentou,
Hi, This: - Note: Follow-up tickets are not created if a side conversation within a child ticket is updated while the parent ticket is closed. For more information about the parent-child relation...
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Adrian Bishop comentou,
Thanks for writing this article, we set this to agent view only to remove it from the submit a request form, we didn't expect this result. Is this a bug? If not then the assumed feature seems ridic...
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Adrian Bishop comentou,
Looking forward to being able to report on agent availability in talk, this is a much needed KPI in our business.
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Adrian Bishop comentou,
Amisha Sharma Hello. It seems to have improved but only in terms of reliability, you still can't distinguish between the sub lines and the main heading.
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Adrian Bishop comentou,
+1 to this idea! The user data app is cumbersome, native functionality should capture when a user has multiple unsolved tickets.
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Adrian Bishop comentou,
Why can't we consult when transferring to a group? 1. We like to consult, it is polite and good etiquette. 2. If they don't answer, call may be abandoned when we could potentially try someone else....
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Adrian Bishop comentou,
Hi, we use support and talk mostly, one of the issues we have is when a customer calls us about an existing ticket, it always creates a new ticket which we then merge into the existing one, this is...
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Adrian Bishop comentou,
I would like to see this in Explore so we can set targets for agent availability against missed calls/declined calls etc.
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Adrian Bishop comentou,
How does this work on the 'transfer only' status? If agents are 'transfers only' does this cause the same problem as 'away' status.
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Adrian Bishop criou uma publicação,
Reporting on side conversations
Hi, It would be really useful to report on side conversation usage, e.g. who is regularly being contacted on side conversation tickets/emails. Currently there is nothing available so any data would...