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Victoria Brearton
已加入2021年4月15日
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最后活动2022年2月14日
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的最新活动 Victoria Brearton
Victoria Brearton 进行了评论,
Adding +1 to all the above comments. The subject of the ticket is signfacntly more useful to our agents than the customer name. We receive 100+ tickets a day - there's no way my agents can quickly look at a customer name and know that's the right ticket they need to navigate to. We would like the option to choose what information is displayed in the ticket tabs.
查看评论 · 已于 2022年2月02日 发布 · Victoria Brearton
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Victoria Brearton 进行了评论,
I agree 100% that this needs to be an option. I have a small team, particularly at night, and it's vital that we have the option to have a call re-route to an agent that mistakenly missed the call. It's not a great client experience to have to leave a voicemail rather than get help live because of a missed accepted call they don't even know about.
查看评论 · 已于 2019年8月27日 发布 · Victoria Brearton
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Victoria Brearton 创建了一个帖子,
I'm looking to report on the two items below:
- Chat average handle time per agent (but I only want the duration from once the agent has accepted the assignment to the end of the chat)
- Average First Reply time per once (again only once the agent has accepted the assignment – how long it takes the agent to respond to the customer after they’ve accepted the assignment).
I’ve been played around with different metrics in Explore but they all seem to start the time tracker at the customer/visitor’s first message. This is problematic because it does not give a true picture of average handle time per agent.
已于 2019年8月27日 发布 · Victoria Brearton
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