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Kelli
已加入2023年1月31日
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最后活动2024年3月21日
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Kelli 进行了评论,
+1 we are working on the move from Chat to Messaging which has a lot of moving parts for us. It's unfortunate that we cannot truly test how the bot handles questions that could be answered by an article in our production environments. We also have multiple brands and help centers, so I'm not positive how to connect the multiple widgets to the correct help centers.
查看评论 · 已于 2024年1月24日 发布 · Kelli
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Under Chat APIs, it says, "Some are expected to be supported in the messaging GA release." Is Messaging not GA?
查看评论 · 已于 2023年11月28日 发布 · Kelli
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I think Table 1 needs to be reviewed. I think some items are out of date, or I'm confused. Remove the Zendesk logo from the Web Widget is an option in my sandbox for messaging.
查看评论 · 已于 2023年11月27日 发布 · Kelli
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We have the same problem, and was hoping for the same solution (color branding by Brand). We have a small agent population that supports multiple brands. Although the brand is visible on in the agent workspace as a field, it gets missed by the agents. I'm looking for a way to make the less frequent brand more obvious. I also looked into using a trigger to automate an internal comment, but turns out that is not possible either.
查看评论 · 已于 2023年11月24日 发布 · Kelli
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First, THANK YOU Tom Erik Skjønsberg. That's exactly what I needed. The way my gmail works, I didn't scroll down far enough to realize there is a second separate email with another zip file. When you provided the name of the zip file, that is what made me realize this! I was only ever seeing the first zip file chat_analytics.
Second, sharing a bit of hopefully helpful info. I saw what you mean about the date and time being a string instead of datetime in Excel. I found that if you copy/paste the data into Google Sheets, it reads it correctly and makes it a usable datetime field without formulas and whatnot. Then you just need to add or subtract your timezone difference. For me, we are currently 5 hours different, so I needed to subtract by 5hr/24hr = 0.2083 of a day. Basically this is just saying 5 hours is 0.2083 of a day so sheets knows to take that from the time. (If you just -5, you'll subtract from the days instead of the time.)
查看评论 · 已于 2023年10月27日 发布 · Kelli
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I get how to do the export. I've done that. It doesn't provide what I'm saying I need. Tom Erik Skjønsberg. Where in that export do you get information on agent status?
查看评论 · 已于 2023年10月25日 发布 · Kelli
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Tom Erik Skjønsberg When was an agent online waiting for a chat? When was that same agent listed as away? How much of agent's day was spent serving chats?
You can see some of this by hovering over each day, but you can't see an aggregate view or the exact times agents moved in and out of these statuses. You can see the below info in the dashboard, but not in Explore reporting at all from what I can find.
查看评论 · 已于 2023年10月24日 编辑 · Kelli
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Thanks for trying Tom Erik Skjønsberg, but exporting doesn't get me information on agent status (i.e. online, away, serving, etc.).
查看评论 · 已于 2023年10月24日 发布 · Kelli
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Any updates on this? I'm looking for historical agent status for chat specifically. I can see it in the Chat analytics but only on a daily level. There is no way to parse it out by time or summarize in aggregate (that I can see).
查看评论 · 已于 2023年10月20日 发布 · Kelli
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What time zone is used for the times listed on this page? I don't see it clarified anywhere.
查看评论 · 已于 2023年8月08日 发布 · Kelli
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