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Kyle K.

已加入2023年5月30日

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最后活动2025年1月24日

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的最新活动 Kyle K.

Kyle K. 进行了评论,

评论Managing Talk

Is there an option to enable customers to enter into the callback queue rather than making a live call directly?

查看评论 · 已于 2025年1月21日 发布 · Kyle K.

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评论Measuring success

Is the new CSAT survey meant to work in sandbox? The triggers are sending emails fine however when clicking on the link, the user says the page cannot be displayed / access denied. Is there a way to test beforehand or does it all need to be done live?

查看评论 · 已于 2024年10月29日 发布 · Kyle K.

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评论Ticket management

Is there a way to use record preview w/ custom objects that are attached to a customer via a user field? Or does the object need to be assigned to the ticket directly? (If so, is there a way to assign the custom objects on a user's profile to any tickets they create?)

查看评论 · 已于 2024年10月07日 发布 · Kyle K.

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Kyle K. 进行了评论,

评论Custom data

Is there a method to show the details of custom objects linked on a user's profile on the ticket view? Showing it on the user card just gives the name of the record, but I'm not seeing a way to show specific fields from that record as well. 

查看评论 · 已于 2024年9月28日 发布 · Kyle K.

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社区评论 Feedback - Chat and Messaging (Chat)

+1 to better reporting for this. There needs to be a more specific reporting option to see which ticket(s) an agent missed rather than just general numbers w/ no specifics available.

查看评论 · 已于 2024年8月22日 发布 · Kyle K.

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评论Routing

Is it possible to use this to set up an overflow system for calls?

With omnichannel the feature to add secondary/backup groups via IVR doesn't work, I was hoping this feature would give us something equivalent but it doesn't seem to work when we try to set it up on our instance. I know the article mentions call tickets but it doesn't seem to care about the primary group's availability- the primary group is getting the live calls even if offline.

查看评论 · 已于 2024年5月13日 发布 · Kyle K.

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评论Managing Talk

We would like to have two groups of agents be online for calls; Group A and Group B. Group B should only get calls routed to them if all agents in Group A are unavailable.

Since Omnichannel routing disables choosing multiple groups for phone lines / IVR, I see its recommended to use skill-based routing instead of recreate the same effect. But once the skill timeout happens the agents in Group B aren't being assigned those calls unless they're changing their status which doesn't happen very often, so Group B would rarely catch those calls. Is there some other workaround?

查看评论 · 已于 2023年7月28日 编辑 · Kyle K.

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评论Routing

Hi Barry Neary!

Ideally we could have SMS treated like a live messaging ticket! But even just routing them like a regular email ticket would still be very helpful :)

查看评论 · 已于 2023年7月14日 发布 · Kyle K.

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Kyle K. 进行了评论,

评论Routing

Is there a way to include text/SMS tickets in routing? Looks like it's not listed under any of the existing categories and I see someone above was saying they couldn't get SMS tickets to route.

查看评论 · 已于 2023年7月12日 发布 · Kyle K.

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Kyle K. 进行了评论,

社区评论 Feedback - Voice (Talk)

+1. Seems like a pretty standard feature for any phone system yet it's been a request for over 5 years?

查看评论 · 已于 2023年5月30日 发布 · Kyle K.

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