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Lee Grasso

Entrou em 15 de abr. de 2021

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Última atividade em 05 de fev. de 2024

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Atividade mais recente por Lee Grasso

Lee Grasso comentou,

ComentárioTeam members and groups

Karen Hynes Thank you, that is helpful to see an entire previous month or month to date. But, what if I want to see the sum of time online status for any given date range for each rep. Just the sums, not each day broken out. Like 1/16/24 - 1/31/24 for example.

Exibir comentário · Publicado 05 de fev. de 2024 · Lee Grasso

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Lee Grasso comentou,

ComentárioTeam members and groups

Ian Marston I am not considering the drill down at this time. Just the overall report to add to a dashboard.

Exibir comentário · Publicado 02 de fev. de 2024 · Lee Grasso

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Lee Grasso comentou,

ComentárioTeam members and groups

Report for sum of state.

I am trying to create a report that will show the sum of a given chat state (online) for all agents for any given date range. So how many hours was each member of the team in online status for the month of Jan '24. I want to see that on one table.

How can I accomplish that?

Exibir comentário · Publicado 01 de fev. de 2024 · Lee Grasso

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Lee Grasso comentou,

ComentárioLive chat agent guide

We use agent workspace and with chat sounds there is a major experience issue for agents when it comes to the assigned conversation vs the conversation that hit the overflow queue.

There are only 2 sound settings: Incoming message and Conversation request.

The conversation request covers both when a conversation is assigned to a rep and if a chat hits the overflow queue. This is confusing for reps because if they are not looking directly at the button to take conversations, they are unable to distinguish if the incoming conversation is being assigned directly to them or if it is hitting the overflow queue.

Our other routing settings include:

Max chats: 2

Hybrid assignment enabled

Is there a way to enable 2 separate sounds for these 2 different situations?

Exibir comentário · Publicado 23 de jan. de 2024 · Lee Grasso

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Lee Grasso comentou,

ComentárioTicket basics

Hello,

I guess I am seeing how this could be helpful in live chat because going from internal to public can be wonky with formatting. But I am not sure I see the difference for email between this update and switching back and forth between internal and public. Can you let me know what is the benefit, in an email, to use this new function instead of internal comments for drafting?

Exibir comentário · Publicado 18 de mai. de 2023 · Lee Grasso

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Lee Grasso comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

The way my team operates, and it seems some other teams as well, we could really benefit from a different sound for chats coming into queue (no agents available to assign to) and chats that are getting assigned to an individual agent. 

Exibir comentário · Publicado 13 de jun. de 2022 · Lee Grasso

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Lee Grasso criou uma publicação,

Publicação Feedback - Chat and Messaging (Chat)

I opt into the daily, weekly and monthly chat analtyics automated emails that are set up in the settings > personal > email reports section. The time zone for those email reports default to UTC 0 and do not adjust according to the account settings (I am EST). So the usefulness of these reports gets diluted for anything within 5 hours 12am UTC. For example a chat taken at 8pm EST on Jan 5th will count towards Jan 6th. I really like the info translated on these email reports but this makes the data confusing and not always accurate for my use.

Publicado 08 de mar. de 2021 · Lee Grasso

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