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Jonathan

已加入2021年10月16日

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最后活动2022年4月28日

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Jonathan 进行了评论,

评论Additional ticket channels

Hi,

What if a new messaging conversation is not accepted by any agent, does it continue to bounce around agent to agent?

Is there any suggestion to monitor these events.
A downside of switching to messaging from chat is visibility on the acceptance rate and missed chats like how the classic ZD chat had in the dashboard.

查看评论 · 已于 2022年4月28日 发布 · Jonathan

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评论Building reports

Hello,

The default metric formulas do not match the the attributes. I had to create custom metrics because it is case-sensitive.  How can I get this corrected so the default metrics reflect the attributes options accordingly 

 

查看评论 · 已于 2021年11月09日 发布 · Jonathan

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评论End users and organizations

In explore what is difference between assignee role "agent" and requester role "agent" ? Which would be the accurate count to track licenses? 

Why would there be inconsistencies between the agents in both? 

 

Thanks

查看评论 · 已于 2021年5月28日 发布 · Jonathan

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