Allen Lai | Head of CX at Otter.ai
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Atividade mais recente por Allen Lai | Head of CX at Otter.ai-
Allen Lai | Head of CX at Otter.ai criou uma publicação,
Show an "Unassigned" view for tickets that are not within a view
I'm always worried that a set of tickets that are ungrouped may be lost in the system. Today, I came across an extremely old ticket that wasn't visible in any of our views. It would be really helpf...
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Allen Lai | Head of CX at Otter.ai comentou,
Thanks, Tony! The use of merging intents is helpful because several intents are very similar. Creating various triggers, automation, views, etc., to include every variation of the same intent is no...
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Allen Lai | Head of CX at Otter.ai comentou,
It's a great start, but it needs a lot of improvements. Is there a way to merge two or more intents? I'm seeing a few that look like duplicates. Is there a way to rename or retrain an intent? A fe...
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Allen Lai | Head of CX at Otter.ai comentou,
I'm on the Enterprise plan and still not seeing this. I see the role "Limit number of views" but not "Access view filtering." Do I need to do anything else? Also, I'm a little disappointed that the...
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Allen Lai | Head of CX at Otter.ai comentou,
I need help getting this to work for me. The ticket requester is under me (the agent), and the auto-response is sent to me, not to the original sender. I have "Enable email forwarding" enabled too.
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Allen Lai | Head of CX at Otter.ai criou uma publicação,
Macro Improve: Inserting text placeholder objects for internal and public comments
We sometimes add placeholders to a public macro that agents need to replace with additional data or use as notes before submitting. At times, agents are moving so quickly that they may forget to up...
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Allen Lai | Head of CX at Otter.ai comentou,
@... I'd like to use it to help calculate different averages and use the number of business days in a month as the denominator. For example, taking the total number of tickets handled per month and...
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Allen Lai | Head of CX at Otter.ai criou uma publicação,
How do I calculate the number of business days in a month?
I'm trying to create a Standard calculated metric that will return the number of business days in a given month. For example, there were 23 business days in March and 20 business days in April. Tha...
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Allen Lai | Head of CX at Otter.ai comentou,
Chris Curlett Have you been able to figure this out? Similarly, I consider a backlog ticket that's older than X days, but I didn't see a way to filter by either date a ticket was created or by age.
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Allen Lai | Head of CX at Otter.ai comentou,
When an agent has a ticket open but has a dimmed picture (idle), does that mean they have the ticket open, but viewing another ticket? And how does that get counted when using the Time Tracking fea...