Arne

Hi all

I was checking out the account_overview endpoint and noticed that the metrics returned when calling this endpoint are not complete.

The returned properties include the following data:

• Total calls
• Total inbound calls
• Total calls adandoned in queue

I am however missing the property or return value for total_calls_abandoned_in_ivr.
Would it possible to add the total_calls_abandoned_in_ivr to the return values of this endpoint?

Thank you in advance!

The thing for us that is harder to explain to our staff is that you can't pick up a call after the 30 seconds have passed. There is absolutely no option for you to pick it up after that.

Lately we even had issues with some calls not being offered to anybody that is available. That is just a bug, the caller is stuck in queue and we can't do anything about it.

The thing that would solve both points: just make a visual queue with the unattended callers, where agents can pick them up, even after their 30 seconds round robin time has passed, or where you can pick up a call while it is being offered to another person. A bit like the talk/live_calls interface, but for calls that are not yet being served. It can't be that hard to create and it would solve a lot of issues and requests.

This does not work at all for us. For example, the widget is on a dutch webpage, the user sends a full dutch message, yet dynamic content still shows 'English'. 

Even for users who previously chatted, that have a profile in support, where the language is already set to Dutch. Even for those users, the dynamic content settles on English.

Can we set the language with triggers? I can recognize the language based on the visitor URL. We add a NL tag to the person, yet we can not use this tag at all for those dynamic content sentences. 

So many options, yet none can be used to set the correct language. 

This really needs to be implemented. What a huge annoyance for our agents on call. Shouldn't be to hard of an implementation either. 

You can set them up with filters based on country code, but it is a totally different system from the 'auto detection' that Zendesk uses otherwise. It's very annoying they did this. On the one hand they force the dynamic content, on the other hand we have these chat-triggers that do not have that option. Belgium is a country with multiple languages so filters on country code are not relevant.