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Ryen Manes

Entrou em 13 de out. de 2022

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Última atividade em 25 de fev. de 2025

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Ryen Manes comentou,

ComentárioScheduling your workforce (WFM add-on)

Hello, 

 

Can I submit a feature request for this EAP here? My team would also like to see forecast, actual (inbound volume), and solved volume on this page? Solved should be any ticket that was solved today, it doesn't have to be created and solved today. 

Exibir comentário · Publicado 25 de fev. de 2025 · Ryen Manes

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Ryen Manes comentou,

ComentárioMetrics, attributes, and filters

If the ticket is idle for 10 minutes and no messages are sent so the agents capacity is released, is the 10 min of idle time included in the handle time?

Or is the 10 min of idle time subtracted from their handle time?

Exibir comentário · Editado 14 de nov. de 2023 · Ryen Manes

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Ryen Manes comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

My teams would also benefit from this. It would alleviate the need for so many nested views just to get a count of the different teams' open tickets. Instead, we would just have one open ticket view grouped by teams. Then we use the headers for ticket count. 

Exibir comentário · Publicado 19 de out. de 2023 · Ryen Manes

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Ryen Manes comentou,

ComentárioBuilding reports

Is IVR time included in call duration?

Exibir comentário · Publicado 13 de out. de 2022 · Ryen Manes

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