Susan Biehl
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Atividade total23
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Atividade mais recente por Susan Biehl-
Susan Biehl comentou,
This has been requested for 3 years now. Surely this has to have gained some traction. It is maddening that I have to keep a constant eye on my agent's statuses to make sure they are logged off at ...
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Susan Biehl comentou,
I am in agreement with this. It should put agents offline as soon as the schedule ends for the day. Also, if they close their browser it should change their status to Away or Offline. I don't like ...
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Susan Biehl comentou,
Hi Caroline, I am looping back around on this. It seems to me that if this is a frequent request, then there should be a bit more than discussions and should be on a roadmap for improvements. It's ...
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Susan Biehl comentou,
What about just a column on the Talk Dashboard showing # of Outbound Calls per agent. That way, when we look at the Total Talk Time column, we know it's not just on Inbound volume. I made the mista...
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Susan Biehl comentou,
Hi Jarrayd, We still have gaps in our reporting for numbers that forward to an external number. I also have found that any calls after hours fall into the (empty value) category since you are not r...
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Susan Biehl criou uma publicação,
Talk Dashboard - Total calls in queue by IVR destination
I love using the Talk Dashboard to track when calls are coming in and my agent's activity. However, it would be great to see calls in queue by IVR destination. There have been several times where t...
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Susan Biehl criou uma publicação,
Report on IVR Selection
I am having some reporting gaps that could easily be solved if Zendesk Talk could report on which IVR option was selected. For example, we have an IVR tree that says: Press 1 for getting started as...
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Susan Biehl comentou,
Is there a way we could select multiple brand for a number and then when making an outbound call, select which brand you are calling from so it gets categorized on the ticket properly? We have a ma...
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Susan Biehl comentou,
I have an issue where an agent created a new Organization for a customer that we already had an Organization in the system for. Now I have a closed ticket under that Organization as well as tickets...