168 results found

… is open 08:00-15:59, but on Christmas Eve (Monday) you only want the contact centre to be open 10:00-13:00. How should …

… contacts together via a unique CX case. Configure how you want to score CX case outcomes. Evaluate all of the contacts … you can filter results to report the performance of your key customer experiences. Step 1: Configure your CX labels … the CX process without at least one active CX label. Step 2: Viewing CX cases Once you have at least one active CX …

… notification sounds for incoming request. Each media type can have it's own unique notification sound. There is a … the checkbox for playing sounds under the desired media type. Once checked, a drop-down menu will appear and sounds … Performance improvements A rare bug that could cause Forwarding of calls to fail has been fixed Translation fixes …

… can provide information relating to their case in this text box. There are multiple format options available to them (see … drive. (Supported file types are: JPEG, GIF, JPG, PNG, CSV, XLS, PDF and TIFF)   The forms are dynamic, meaning the …

… for opening new, future channels in an effective way, and enables us to empower our partners and you to do … your own customisations to meet your particular needs and wants. Additionally, we want to be an inclusive solution … given situation. They are contained in Tabs, similarly to modern web browsers, which allows for a cleaner and more …

… No such event in Raw data. This is the time from Callback was ordered until the callback is answered (for callback … are overlapping with speaktime in Conversation (c) events.  Waiting for Scheduled time For Scheduled calls only. This is the time from the Scheduled call was created by agent until the Scheduled time (which might …

… included in the planned release window of  November 23rd to November 30th , 2023. The changes made in this … customer, and the script. This preview is presented while waiting for the call to start or for the customer to … changes to historic outcomes ensures that agents can always edit and delete historical outcomes. External web links …

… appear next to each category, navigate to the one you want to edit and click the pencil icon next to it    A pop …

… of the process. Returning to the example above, if you want the template to generate 4 evaluations per agent per week, and you want work-queues to be replenished once a week, then (as … you assign to each agent would be 4. Alternatively, if you wanted to replenish work-queues on the 1st day of every …

… in different queues) are entered in seconds. If you want to define SLA Overflow for a queue (aka “delayed use of … have access to delete system queues. Usually, you do not want to delete a system queue, but if you or a colleague … is shown to the right on each queue row: Since we do not want users to delete a queue that is in use, we will tell …

… Flow Tool), but when an agent is connected to a caller and wants to make a consult call or transfer the caller, the … phone queues. Agent application Show Queue Status when Forwarding calls Requires configuration in the admin portal. … notes. When an agent is connected to a call they may want to transfer or consult the call to another queue. This …

… This guide walks you through setting up and integrating a SupSearch … have a data source with articles and either: At least 300 total questions or labelled chats, or A SupSearch …

… exist is found in “Predefined Entity Variable” If you want to create a new entity, you select “Manual Input Entity … The selected Entity text is the value of the entity. If you want to separate for example products, the value and the … same. [volvo](volvo) [tv](tv) [computer](computer) If you want to define a list of for example city name. You can add …

… things are more complex than phone only solutions. A Puzzel agent can handle only one phone call at a time, but several … Each connected/active written request is shown as a Dialog tab in the Puzzel agent application. For each … to the agent. An incoming chat request is put in queue and offered to an agent. When the agent is offered a chat, this …