268 results found

… to see a list of all active customers. Click on the edit button against teh customer to view his/her details.  First tab displays customer details which can be modified and saved.  Second tab will show Tickets, where agent …

… done in the status bar at the top of the application. Depending on the features your solution is set up with, you can … number First, you must enter the phone number that you want to log on with and receive calls to (the application … you logged on with). Then you must choose the profile you want to log on with, given that you have more than one …

… for numbers starting with 47, and which are 10 digits in total length (i.e. eight digits after 47) 47........ Match …

… -> Ongoing requests we are now adding a new column titled Type, which shows each request’s Category (if available). On page Real-time -> Wallboard -> Wallboard settings where you configure which queues to be …

… Live requests such as callers in queue that have not ordered callback, can not be deleted. … How to delete …

… Customer orders Scheduled (web) callback If an end-customer on … after 16:00 an agent is called depends on the number of agents being logged on to queue at 16:00 and the number of … time) this call is reported as 1 Incoming call , 1 Total calls (=Offered to queue) and 1 Callback request . If the …

… Agents can include file attachments in the ticket reply/forwards.  The attachments can be sent to customers as stated below: As an attached file(s) with a total BASE64 encoded email size of 40mb or less. Please … is greater than 40MB and you are using Puzzel email gateway to send the email, then the ticket is likely to go into …

… meaning that the customer hung up/ended the chat while waiting in the queue . You can tag a missed request to … you are currently logged on with .   The list box where Total is preselected contains a list of all queues, and in … request, including caller's number, access number, when it was queued, wait time (before caller hung up) and the name …

… of the number queues and agents involved.  Report Total overview shows incoming calls grouped per Access … at the Overview level than at Queue/Agent level.   Several ways to enter and exit a queue One incoming call may go …

… option is avaialbe to all users.   The top bar gives you a total count of visitors in the queue, agents currently … or a purchase process that he should not be navigated away from by the agent. This is by default enabled. The agent …

… and are set in either value or percentage, depending on the type of parameter.  Select Edit under …

… SMS, this counter is updated. It looks like this:  The total limit on SMS is 8 messages. … SMS as a Channel …

… you have done changes that are not saved and you navigate away from the Dashboard page or refresh the page, the changes …

… KPIs based on these to track in performance management. Total request Volume Average Handling Time Answer Rate … now show all booked holidays from the last holiday year onwards Shift Swap requests will now require 2nd agent approval The FTE …