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GBrown4
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Member since ‎Dec 28, 2020
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Gabrielle Brown

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Activity

basil on January 18, 2020
Time to Close and Time to First Reply Taking Business Hours into Account
We have SLAs with customers that we respond during business hours and during weekdays within a certain time period. It would be greate if the Time to Close and the Time to First Reply KPIs could have an option that they are calculated based on busin read more
Reply Idea Tickets
293 upvotes
75 Replies
GBrown4
Member
February 25, 2021
This is also very important to us. What is the point of tracking how long it takes for a representative to respond to a client if it isn't going to b...read more
rraven on July 15, 2020
Chat timeout
It would be great if there were options to auto-set someone away from chat if they didn't' respond after a period of time (on the agent side), or even better, allowed "lack of response" to be included in chatbot workflows. Additionally, setting read more
Reply Idea Conversations
10 upvotes
1 Reply
GBrown4
Member
January 27, 2021
@rraven completely agree! This is prone to be messed up when someone inevitably forgets to update their status. I can see this problem happening se...read more
ernopyykko on November 17, 2017
Set chat availability based on user's calendar
Would it be possible to get the Messages availability to work in the same fashion as the Meetings integration? A person online/offline status would be toggled on and off based on their calendar. I would even suggest giving an option read more
Reply Idea Conversations
114 upvotes
39 Replies
GBrown4
Member
January 11, 2021
Hi! I would love to know an update on this idea. We would like to sync our Google calendar to the live chat availability - so we show as unavailable ...read more
Snaedis on September 07, 2020
More flexible knowledge base design and layout, including custom HTML/CSS
There have been a number of different posts in the Community which are about the same core need (customizing the styling of the knowledge base), but many have been marked as "solved" or "delivered" because of options that get you part-way there. I'm read more
Reply Idea Knowledge Base layout styling Template Design Templates
649 upvotes
106 Replies
GBrown4
Member
December 28, 2020
I would like to be able to change the background color, style and images (not just the header). For example, we have a custom background that I would...read more
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