最近搜索


没有最近搜索

Stephen White's Avatar

Stephen White

已加入2022年11月08日

·

最后活动2024年12月18日

关注

0

关注者

0

活动总数

25

投票

5

订阅

10

活动概览

的最新活动 Stephen White

Stephen White 进行了评论,

评论Using legacy AI agent functionality

Looking for some assistance here please. I'm looking to use this feature to validate customer information by comparing two variables.

 

Email = provided by the customer through ‘ask for details’

customeremail = retrieved through a prior API call and stored as a variable 

 

Is this possible? Or perhaps there's a different way to compare info collected with known information stored from API responses?

查看评论 · 已于 2024年7月17日 发布 · Stephen White

0

关注者

1

投票

0

评论


Stephen White 进行了评论,

社区评论 Feedback - Help Center (Guide)

Do we have an update on this Katarzyna Karpinska? It's a fairly basic feature in any CMS.

Thanks

查看评论 · 已于 2024年3月06日 发布 · Stephen White

0

关注者

2

投票

0

评论


Stephen White 进行了评论,

社区评论 Feedback - Voice (Talk)

Any update on this one? It seems to have plenty of support. It's standard for any call center to warm transfer calls to colleagues. 

查看评论 · 已于 2023年2月14日 发布 · Stephen White

0

关注者

0

投票

0

评论


Stephen White 进行了评论,

评论Measuring success

After a customer self-serves via messaging, selecting 'yes my problem is resolved' and getting the "Great, knowledge is power. You can ask me another question at any time." is there a way to present CSAT? 

 

查看评论 · 已于 2023年2月08日 发布 · Stephen White

0

关注者

0

投票

0

评论


Stephen White 进行了评论,

评论Workflow best practices and recipes

If I have 2 groups, 1st being the default customer service group and the second being a specific skill:

1. CS

2. Skill 1

Does the default group work in such a way that the priority of new messages would be assigned to agents with group 2 as default over agents with group 1 as default? 

I'm trying to route all messages to group 2 with the above recipe but overflow when agents are at capacity. 

Thanks in advance.

查看评论 · 已于 2023年2月07日 发布 · Stephen White

0

关注者

0

投票

0

评论


Stephen White 进行了评论,

社区评论 Feedback - Voice (Talk)

Hello, I see this was on the short-term roadmap in May this year. What is the status, please?

查看评论 · 已于 2022年12月29日 发布 · Stephen White

0

关注者

0

投票

0

评论


Stephen White 进行了评论,

社区评论 Feedback - Voice (Talk)

Hi, did this one progress at all?

查看评论 · 已于 2022年12月13日 发布 · Stephen White

0

关注者

0

投票

0

评论


Stephen White 进行了评论,

评论Reporting for Talk

I'm also looking for an answer to Gerald's question:

When looking at our reports, we are seeing a lot of calls in the "Not Recorded" time bracket. With a heavy focus on abandoned calls, we are trying to get a clear understanding of this customer's experience. If a call is Abandoned in Queue, but "Not Recorded" does that mean that the customer is disconnecting prior to entering our queue? If so, what is the difference between the "Not Recoded" section and the "Zero" part of the 0-5sec bracket? 

 

查看评论 · 已于 2022年12月13日 发布 · Stephen White

0

关注者

0

投票

0

评论


Stephen White 进行了评论,

社区评论 Feedback - Chat and Messaging (Chat)

Just to clarify, if an agent doesn't click 'log out' and instead closes the browser and shuts down their PC they still show as online. I also assume this continues to consume agent seats??

When the browser is then opened you have to login but the session time remains active, I have users online for nearly 300 days when they login every day to Zendesk. Sounds like a bug to me not a required feature. 

At the very least I need to force log them out.

查看评论 · 已于 2022年11月24日 发布 · Stephen White

0

关注者

0

投票

0

评论


Stephen White 进行了评论,

社区评论 Feedback - Reporting and analytics (Explore)

Karen Hynes any further update on this one?

Thanks

查看评论 · 已于 2022年11月08日 发布 · Stephen White

0

关注者

0

投票

0

评论