Marcella Gencarelli

Is there any movement on this? We really need to see which agents have been “available” on phones and for how long, without having to check it every day. Call avoidance is a big issue and we need to know which agents are doing their jobs and which aren’t. This is especially important on the weekends when there isn’t a manager online to check these metrics every day.

Thanks, Beto, I appreciate you replying. Just one more question to clarify: If a customer searches for "order issue" will an article with a label of "order_issue" come up in their search query? We seem to have most of our customers searching multi-word phrases so this would be super helpful if this was the case.