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Jonathan

Entrou em 16 de out. de 2021

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Última atividade em 28 de abr. de 2022

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Jonathan comentou,

ComentárioAdditional ticket channels

Hi,

What if a new messaging conversation is not accepted by any agent, does it continue to bounce around agent to agent?

Is there any suggestion to monitor these events.
A downside of switching to messaging from chat is visibility on the acceptance rate and missed chats like how the classic ZD chat had in the dashboard.

Exibir comentário · Publicado 28 de abr. de 2022 · Jonathan

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Jonathan comentou,

ComentárioBuilding reports

Hello,

The default metric formulas do not match the the attributes. I had to create custom metrics because it is case-sensitive.  How can I get this corrected so the default metrics reflect the attributes options accordingly 

 

Exibir comentário · Publicado 09 de nov. de 2021 · Jonathan

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Jonathan comentou,

ComentárioEnd users and organizations

In explore what is difference between assignee role "agent" and requester role "agent" ? Which would be the accurate count to track licenses? 

Why would there be inconsistencies between the agents in both? 

 

Thanks

Exibir comentário · Publicado 28 de mai. de 2021 · Jonathan

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