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Eric Brower

已加入2024年7月31日

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最后活动2025年1月23日

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的最新活动 Eric Brower

Eric Brower 进行了评论,

评论Explore recipes

Hi,

 

Looking for help creating a custom metric to understand how long it takes us to call back when a voicemail is left. Our tickets that ended in voicemail are using the Ticket Tag “voicemail” so I'm using that as a filter.

 

How can I calculate the # of minutes between the time that the call started, and when the first outbound call on the ticket was initiated?

查看评论 · 已于 2025年1月23日 发布 · Eric Brower

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Eric Brower 进行了评论,

评论How to manage phone numbers in Talk

If a phone number has an extension appended, will it still match to the end-user? Or does it need to be entered separately too?

 

For example, can I just enter +15555555555x101 as the direct line, or do I also need +15555555555. 

 

Agents are looking for a way to add extensions to numbers for easier callbacks.

查看评论 · 已于 2025年1月22日 发布 · Eric Brower

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Eric Brower 创建了一个帖子,

帖子 Q&A - Reporting and analytics

Hello,

 

I'm trying to understand metrics for one particular call that has 42 legs, but resulted in a voicemail.

 

I've inserted an image below of part of the report. Does this essentially mean it kept ringing this agent (as he was the only one logged in) instead of it going to voicemail after he missed it once? I'm confused about the first line saying it was completed at 11:24, but then all of the subsequent missed calls. It finally ended with an “Agent Declined” which isn't shown below.

 

TYIA

 

已于 2024年10月25日 发布 · Eric Brower

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Eric Brower 进行了评论,

评论Custom data

Not ideal that custom objects aren't copied over in a Premium Sandbox… we use Custom Roles, which means none of our agents were copied over into our sandbox except for Admins, Contributors, and Light Agents.

 

Is there any workaround or plan to add custom objects in the future?

查看评论 · 已于 2024年8月14日 发布 · Eric Brower

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