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Austin Vo

Entrou em 16 de nov. de 2021

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Última atividade em 03 de set. de 2024

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Austin Vo comentou,

ComentárioTicket automation and collaboration

We are running into an issue where the tool is recommending a macro used as a template for agents to fill in based on the customer issue. This was previously the most used macro on most tickets, but we are training away from that behavior. 

 

Is there a way we can configure to tool to not include this macro or better tailor our other macros to be picked up by the tool? 

Exibir comentário · Publicado 03 de set. de 2024 · Austin Vo

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Austin Vo comentou,

ComentárioUsing legacy AI agent functionality

Is there any explore reporting available during EAP that will help us assess how effective the generative replies are in deflecting tickets?

Exibir comentário · Publicado 24 de out. de 2023 · Austin Vo

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Austin Vo comentou,

ComentárioUsing legacy AI agent functionality

Salim Cheurfi

When trying to use the "transferred to agent" metric with the "content text" attribute, all the text options shows 0 value. How else can we track which selections result in customers connecting to an agent? 

Exibir comentário · Publicado 28 de set. de 2023 · Austin Vo

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Austin Vo comentou,

ComentárioUsing legacy AI agent functionality

The number I am getting for "transferred to agent" on the answer bot dashboard are significantly less than the number for "messaging tickets" on the Zendesk messaging dashboard. 

What could be causing this gap? all end users are required to go through the flow builder before being transferred to an agent. 

Exibir comentário · Publicado 06 de jun. de 2023 · Austin Vo

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Austin Vo comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

Following this thread for updates. Would also love to see the features listed above by Ariel 

Exibir comentário · Publicado 30 de ago. de 2022 · Austin Vo

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