PAUL STRAUSS
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Atividade mais recente por PAUL STRAUSS-
PAUL STRAUSS comentou,
Is there any way to use placeholders to include an inbound phone number based on the brand it is associated with? I want to create a trigger that includes different phone numbers to call back depen...
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PAUL STRAUSS comentou,
Is there a ticket last updated date that indicates the last time a ticket was updated by the agent? The ticket updated date seems to change when the system automatically moved it from Solved to Clo...
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PAUL STRAUSS comentou,
Thanks, Madison Hoffman I was unfamiliar with the Backlog dataset. I'll give that a whirl and see if I can produce the report I need using that.
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PAUL STRAUSS comentou,
I've been asked to create a report that says how many tickets were in the open or pending state as of a particular date or series of days. Is this even possible to do?
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PAUL STRAUSS comentou,
When a callback is requested, does the call wait time recorded in the database include the amount of time it took before the system did the callback, or does it only record the time the caller wait...
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PAUL STRAUSS comentou,
Is there any metric that can be used to determine the length of a voicemail recording? We have an SLA for our clients about how long after a voicemail is left that we respond, but we don't want to ...
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PAUL STRAUSS comentou,
On a related note, we have an SLA for the amount of time that passes between a voicemail being left and the first response from an agent. Can anyone think of a good Explore recipe for this?
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PAUL STRAUSS comentou,
There was an earlier question about this, but I don't see an answer. Is there a way to report on the time that passes from when a customer leaves a voicemail until an agent first responds? We need ...
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PAUL STRAUSS comentou,
Is this really the case? How do you suggest setting a trigger based on the value in a text field? Or is there a workaround using a different field type?
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PAUL STRAUSS comentou,
Can anyone think of a reason that a newly-created Text field would only allow "Present" and "Not Present" as the values for a trigger condition? I need to be able to set the trigger condition based...