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Jason McLean
Entrou em 12 de jan. de 2022
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Última atividade em 10 de ago. de 2022
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VISÃO GERAL DA ATIVIDADE
MEDALHAS
ARTIGOS
PUBLICAÇÕES
COMENTÁRIOS NA COMUNIDADE
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VISÃO GERAL DA ATIVIDADE
Atividade mais recente por Jason McLean
Jason McLean comentou,
Thanks, @... appreciate the assist
Exibir comentário · Publicado 10 de ago. de 2022 · Jason McLean
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Jason McLean comentou,
Does anyone know of a way that I can create a report of the average first response time by the hour of the day? Then a separate report by day of the week? We are trying to see when we are least responsive so we can make a plan to resource it.
Basically, I would like to replicate these reports but using the first response time instead
Exibir comentário · Publicado 09 de ago. de 2022 · Jason McLean
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Jason McLean comentou,
Hi team,
Is someone able to assist with how to create a query that will use the first response time (not business hours) and filter it to only the weekend (Saturday/Sunday) by month? I am trying to see what happens to the FRT over the weekends only since we don't have the same number of agents on during this time.
I was imagining it would look something like this
Ticket solved month FRT (hrs)
Jan 3
Feb 4
Thanks,
Jase
Exibir comentário · Publicado 31 de jan. de 2022 · Jason McLean
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Jason McLean comentou,
Thanks for the quick reply @...
So there isn't really a way that you know of currently to be able to do a search directly from slack that would be able to view articles? More so just using AB to surface the top answer it thinks fits?
Regarding Labels, we are going through the process of labels however I don't think this is not going to resolve the issue because it will just prioritize the labels whereas we want it to prioritize based on the relevance of content.
Exibir comentário · Publicado 13 de jan. de 2022 · Jason McLean
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Jason McLean comentou,
Hi Team,
I am looking for something a bit different so not sure if this is the right place to post it.
Basically, we have created an internal knowledge base for staff and we want to open this up to non-agents, partners etc. We can just set the permissions to signed-in people as some of the content can't be shared with customers.
The idea is to be able to invite people to a slack channel that people can post a question and it would surface the best answers across the entire helpcenter (both external and internal) to try and reduce the same questions coming in.
Does anyone have any ideas on how to do this?
Thanks,
Jase
Exibir comentário · Publicado 12 de jan. de 2022 · Jason McLean
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