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Lea Møller Baun
已加入2023年2月15日
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最后活动2023年7月19日
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Lea Møller Baun 进行了评论,
Is there anyway to set a condition that makes it only fire if the agent has assigned themself/taken the ticket? I see the "Visitor served" condition, but as I understand it has to be both taken and responded by the agent.
查看评论 · 已于 2023年7月19日 发布 · Lea Møller Baun
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Lea Møller Baun 进行了评论,
How would the command look? It doesnt work if i try to work it into the bolean expression.
IF (([Call direction]="Inbound")
AND (VALUE(Call wait time (sec)) <= 10))
AND (Call duration - Call IVR time = call not including IVR)
THEN [Call ID]
ENDIF
查看评论 · 已于 2023年7月06日 发布 · Lea Møller Baun
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Lea Møller Baun 进行了评论,
Hey there.
Can anybody tell me if this is including or excluding the time the customer spends in the IVR menu?
If it is including the IVR menu, is there anyways to make this so it only shows how long the customer is waiting for the agent to pick up the phone?
查看评论 · 已于 2023年7月05日 发布 · Lea Møller Baun
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Lea Møller Baun 进行了评论,
Hello Walter, yes, I used the formulas that you send to make 2 standard calculated attributes. What do you use as metrics? Because I tried to make one with solved tickets, with just tickets etc, but it doesnt seem to be working for me for some odd reason.
查看评论 · 已于 2023年5月25日 发布 · Lea Møller Baun
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Lea Møller Baun 进行了评论,
I'm trying to make an attribute that sees the following.
Tickets solved and tickets created withtin the last 3 hours. Any idea on how to make that work? My metrics are tickets solved and tickets created, but what would you put to make the attribute just look at the last 3 hours?
查看评论 · 已于 2023年5月24日 发布 · Lea Møller Baun
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Lea Møller Baun 创建了一个帖子,
I am setting up an IVR system for our clients - but they want the Opt-out possibility and call back. This is not available to set up in the IVR system, so we have had to make a workaround from their current phone company where they use the IVR from their system and then it transfers the call to the three different departments.
So they have to buy three numbers for it to work - will you at some point make it possible to add these options to the IVR?
已于 2023年2月21日 发布 · Lea Møller Baun
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Lea Møller Baun 进行了评论,
I am setting up an IVR system for our clients - but they want the Opt-out possibility and call back. This is not available to set up in the IVR system, so we have had to make a workaround from their current phone company where they use the IVR from their system and then it transfers the call to the three different departments.
So they have to buy three numbers for it to work - will you at some point make it possible to add these options to the IVR?
查看评论 · 已于 2023年2月15日 发布 · Lea Møller Baun
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