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Austin Vo

已加入2021年11月16日

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最后活动2024年9月03日

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评论Ticket automation and collaboration

We are running into an issue where the tool is recommending a macro used as a template for agents to fill in based on the customer issue. This was previously the most used macro on most tickets, but we are training away from that behavior. 

 

Is there a way we can configure to tool to not include this macro or better tailor our other macros to be picked up by the tool? 

查看评论 · 已于 2024年9月03日 发布 · Austin Vo

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评论Using legacy AI agent functionality

Is there any explore reporting available during EAP that will help us assess how effective the generative replies are in deflecting tickets?

查看评论 · 已于 2023年10月24日 发布 · Austin Vo

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Austin Vo 进行了评论,

评论Using legacy AI agent functionality

Salim Cheurfi

When trying to use the "transferred to agent" metric with the "content text" attribute, all the text options shows 0 value. How else can we track which selections result in customers connecting to an agent? 

查看评论 · 已于 2023年9月28日 发布 · Austin Vo

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Austin Vo 进行了评论,

评论Using legacy AI agent functionality

The number I am getting for "transferred to agent" on the answer bot dashboard are significantly less than the number for "messaging tickets" on the Zendesk messaging dashboard. 

What could be causing this gap? all end users are required to go through the flow builder before being transferred to an agent. 

查看评论 · 已于 2023年6月06日 发布 · Austin Vo

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社区评论 Feedback - Ticketing system (Support)

Following this thread for updates. Would also love to see the features listed above by Ariel 

查看评论 · 已于 2022年8月30日 发布 · Austin Vo

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