John-Paul Page

As per Sidney's comment from 3.5 years ago, is it possible to add multiple alerts to live data widgets?  One alert only shows when things are going bad (unfortunate primary focus), but we should be able to highlight when they are also going well with multiple alerts.  Any update on this?

Overtime - why is it so difficult to report on agreed payable overtime with this system?  All hours are classed as overtime if beyond schedule, but how do you differentiate between what is agreed to be paid and not?

I have tried multiple different searches and struggled to find an answer to this.  Overtime reporting; payment is made for over an agent scheduled hours if agreed.  We want to report on this and this is the only metric I appear to not be able to report on, why is this so hard when it is basic payroll requirement / management

I might be missing something, but if it is a messaging ticket should the client not just confirm the telephone number?

Thanks

Must have missed these, do you have a link to what was released?

Any updates?  In November 2023 Arpan advised this will be rolled out changes closer to the end of year, but didn't specify which year.  Just making sure this is just delayed and not another 12 months or more wait?

This is exactly what I am after also.  To measure customer interactions and how many fall into duplicate contact.

Request Summary: The ability to be able to report on messaging threads offered v accepted by an agent.  Whilst this is shown on an individual ticket basis under events, it is not able to be reported on to measure agent efficiency

Use Case: Agents are missing chats and this is being offered elsewhere.  Surely this is a basic efficiency measurement and given offered is tracked by agent level, I don't see why this cannot be reported on as offered v accepted - in the same manner calls are measured on declined and missed calls.

Impact of this is severe as it is a basic measure of agent efficiency which is not visible.

I believe I will not be the only person wanting to see a report on this metric

The ability to unmerge tickets is critical now with GDPR being so prevalent and the inability to do this even as an admin feature shocks me.  This should be on the road map for release sooner rather than later and not ignored!

How long should this take?  I tried this earlier with less than 100 users and 4 hours later I am still awaiting the link?  Is this normal?