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Volkan Akdugan
已加入2021年4月14日
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最后活动2024年9月09日
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的最新活动 Volkan Akdugan
Volkan Akdugan 创建了一篇文章,
宣布日期 | 推行日期 |
2024 年 9 月 10 日 | 2024 年 9 月 10 日 |
今年早些时候,我们推出了 Zendesk 质量保证(原 Klaus)。现在,我们很高兴宣布,其经全面品牌重塑整合为 Zendesk 原生附加功能!
Zendesk 质量保证与劳动力管理 (WFM) 一起无缝整合到我们的劳动力互动管理 (WEM) 捆绑包中,提供由人工智能支持的质量保证体验。这印证了我们为用户打造高效、一致体验的承诺。
浏览新整合的质量保证应用时,您将体验全新的 Zendesk 外观和风格,同时保留自己喜爱的强大功能。增强功能包括通过 Zendesk 自动登录和无缝入门,无需安装市场应用。此外,Zendesk 质量保证用户界面现支持 Zendesk 中提供的所有语言,确保提供具有包容性的全球化体验。
欢迎使用 Zendesk 原生质量保证,它由人工智能提供支持,可帮助您提供卓越客户服务!
此公告包括以下主题:
有什么变化?
Klaus 质量保证经全面品牌重塑整合为 Zendesk 质量保证,并推出了多项具有里程碑意义的增强功能。
以下是变化概览(适用于新客户):
- Zendesk 质量保证附加功能:一个全新附加功能 SKU 和定价模式,旨在加强 Zendesk 产品系列中的 Zendesk 质量保证。
- WEM 附加功能:一个包含 Zendesk 质量保证和 WFM 的全新附加功能 SKU,可简化对 Zendesk 中整套 WEM 功能的访问。请参阅购买 Zendesk 劳动力互动管理附加功能(Zendesk WFM、Zendesk 质量保证和 WEM 捆绑包)。
- 更新了用户体验和品牌打造:在质量保证中尽享 Zendesk 外观和风格,获得一致体验。
- Zendesk 产品栏整合:Zendesk 质量保证现可从 Zendesk 产品栏访问,轻松在 Zendesk 产品之间切换,以监测和管理服务质量。
- 简化了自动登录:通过 Zendesk 登录启用自动登录,轻松访问质量保证。
- 轻松入门:我们全新的自动配置系统简化了入门流程,无需安装市场应用。
- 简化的注册和订阅:我们已全面改进注册和订阅流程,以提供更加友好的用户体验。
- 全面本地化支持:完全兼容 Zendesk 支持的所有语言,确保提供具有包容性的全球化体验。
对于现有 Zendesk 质量保证 (Klaus) 客户:
Klaus 质量保证现经品牌重塑原生整合为 Zendesk 质量保证!进行定期质量保证检查时,您会注意到应用设计焕然一新,Zendesk 外观和风格贯穿始终,不仅包含全新品牌打造,还与 Zendesk 支持的所有语言完全兼容。请放心,您常用的所有功能都将保持不变。
此外,请留意以下更新:
- 登录:您可继续照常使用 Klaus 电邮和凭证。我们将在今年晚些时候通知符合 Zendesk 质量保证登录条件的客户。
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通过 Zendesk 访问:目前,单击产品栏中的“质量保证”将转到 Zendesk 质量保证概览页面。今年晚些时候,符合条件的客户将可从产品栏访问 Zendesk 质量保证功能。届时,所有帐户管理员和负责人都会收到此更改的通知。
注意:如果您在 9 月 10 日之前有 Zendesk 质量保证 (Klaus) 帐户,请继续使用 Klaus 应用登录。
- 全球化:Zendesk 质量保证用户界面现已与 Zendesk 支持的所有语言兼容,确保提供具有包容性的全球化体验。您可在通用帐户设置中访问完整列表并修改用户界面语言。用户界面语言不会为用户自动更改。
- 电邮通知:从 no-reply@klausapp.com 或 team@klausapp.com 发送的电邮通知今后将改从 noreply@zendesk.com 发送。
请注意,如上所述,现有客户不会自动通过 Zendesk 对质量保证应用进行整合登录和访问。这些更改计划在今年晚些时候提供给符合条件的客户,以确保无缝过渡。
Zendesk 为何作出这项更改?
此更新将 Klaus 质量保证解决方案无缝整合到 Zendesk 产品组合中,提供由原生人工智能支持的质量保证体验。这是我们在所有 Zendesk 产品(尤其是劳动力互动管理 (WEM) 产品组合)之间提供无缝体验和整合的承诺的一部分。
我需要做些什么?
您无需进行任何操作,除非您已收到来自 no-reply@klausapp.com 或team@klausapp.com 的电邮通知。如果是这样,建议您更新所有按收件人筛选电邮的收件箱规则,确保今后顺利发送来自 no-reply@zendesk.com 的电邮。所列功能和更改将陆续向所有客户推出。
如果您对此公告有任何反馈或疑问,请访问我们的社区论坛,我们将在这里收集和管理客户对产品的反馈。如需获取关于 Zendesk 产品的常规帮助,请联系 Zendesk 客户支持。
已于 2024年12月17日 编辑 · Volkan Akdugan
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Volkan Akdugan 进行了评论,
Hi Sam,
Thank you for your understanding. I'm always happy to help our customers in any way I can.
To maintain the transparency I promised, I'd like to clarify that the planned Agent Status dashboards are not part of the Voice roadmap, but rather they pertain to Omnichannel Agent Statuses across Zendesk channels. Therefore, I cannot directly answer your question, but I already informed our Community and the Voice Product Team about this so they can plan to provide more information about the Voice Roadmap.
I hope this helps. Please let me know if you have any further questions or feedback.
查看评论 · 已于 2023年12月08日 发布 · Volkan Akdugan
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Volkan Akdugan 进行了评论,
Hi Everybody,
I apologize for the delays and communication gaps regarding the release of the Historical Agent Status Dashboards and the frustration this has caused. We acknowledge our failure to meet the promised timelines due to unforeseen development challenges.
I know it's not helpful to give you a timeline that we might not meet, so I won't do that. What I will do is to share more information about exactly where we are at in the planning/development process and where we are headed next.
First of all, this work is in progress and has already been prioritized. We are actively working on the ingestion of data for all accounts to prepare for the general availability launch. This is planned as a month of engineering work, and once completed, we will conduct readiness testing before the release. At that point, based on the outcome, we will take a go/no-go decision for the GA launch, currently slated for the end of January.
However, since we have encountered several issues due to the complexity of data ingestion, there is always the risk of discovering new issues while we work hard. So please consider these plans as indicative but not as strict commitments to the timelines.
I understand that delivering this feature is what is top of mind for you, and please know it is top of mind for us as well. We hope this information provides clarity into our process. We will update on this thread again once we make a decision on the GA activities; this should be before the end of January. Again, we appreciate your continued patience and support.
查看评论 · 已于 2023年12月07日 编辑 · Volkan Akdugan
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Volkan Akdugan 进行了评论,
Thanks for the feedback, 이지훈(maclaude). Could you please elaborate on the use cases you are trying to achieve?
查看评论 · 已于 2023年4月28日 发布 · Volkan Akdugan
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Volkan Akdugan 进行了评论,
To enable these use cases we are developing new API set called Agent Availability API, they are currently in EAP.
We will launch general availability by end of this month so any Workforce Management partner will be able to integrate to set Zendesk unified agent statuses automatically based on their defined schedule in the Tool. Alternatively, this could also be done with custom development via utilizing the APIs.
Please let me know if any questions or comments.
Regards,
Volkan
查看评论 · 已于 2023年4月11日 发布 · Volkan Akdugan
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Volkan Akdugan 进行了评论,
Hello Lloyd,
Thanks for reaching out! Please see my answers below.
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To enable Omnichannel Routing in Zendesk, you need to have the agent workspace enabled and messaging must be enabled at 100%. You can find more details about this in the Zendesk support article here. It's important to note that when Omnichannel Routing is enabled, Focus mode does not work, as it provides more advanced capacity management and replaces the functionality of Focus mode.
- If an agent already has at least one assigned chat, focus mode will continue assigning chats to this agent until the max limit is reached. When the agent closed all the chats, focus mode will re-consider this agent for incoming calls. When the volume of incoming calls and chats differs considerably, and there are fewer agents available, some agents can make themselves 'available' only for the less busy channel and consume requests from those queues.
However, if you need more advanced capacity rules and priority settings, we recommend using Omnichannel Routing as it provides more advanced functionality in managing capacity and priorities for different channels.
Hope this helps! Let me know if you have any further questions.
查看评论 · 已于 2023年4月04日 编辑 · Volkan Akdugan
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Volkan Akdugan 进行了评论,
Hi Tobias Hermanns
Thank you for your interest in our APIs! Regarding your question, we are thrilled to announce that we will soon be launching a new set of APIs called "Agent Availability APIs". These APIs will allow you to retrieve and update unified and custom agent statuses across Zendesk channels, including Talk, Native Messaging, and Support. We're currently in the EAP and planning to release the APIs for GA in Q2. Stay tuned for updates!
Thanks,
Volkan
查看评论 · 已于 2023年2月22日 发布 · Volkan Akdugan
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