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MShipley
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Member since ‎Jan 8, 2021
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Michael Shipley

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DevinHenry on February 10, 2023
Reporting on average overall reply time rather than just first reply time
If I'm mistaken about this, please correct me, but I believe we're only able to report on first response time, and unable to report on response time throughout the entire ticket lifespan/email thread. For example: Customer creates a ticket a read more
Reply Idea Dashboards & Reports
7 upvotes
2 Replies
MShipley
Member
March 28, 2024
I would also like the ability to have this reporting. We have agents that respond initially very quickly, but are not good about backlog follow-ups. ...read more
Eleven11 on October 04, 2021
Better Associations for Custom Surveys (associate with tickets/etc.)
Custom surveys are great. That's a step in the right direction. However, feedback/surveys can't be associated with tickets (manually or automated). Only NPS surveys show up on the ticket in the Recent Feedback section in the assocations panel. This read more
Reply Idea Feedback Surveys Tickets
125 upvotes
29 Replies
MShipley
Member
March 27, 2024
Our team also requires the ability to associate Email CSAT with the ticket owner. It doesn't make much sense that this isn't currently supported, I a...read more
AmandaStutzman on January 11, 2019
Chat Rep Availability Reporting
It would be very helpful to see how much time chat representatives are set to available. Currently, reps could set themselves to away without supervisors knowing and ultimately reducing the number of incoming chats. In order to analyze reps effect read more
Reply Idea Conversations
108 upvotes
39 Replies
MShipley
Member
March 07, 2024
We desperately need this ability. To see a report of who was "Available" at what times. How else do you confirm you are providing the coverage promis...read more
CPSCB on August 10, 2020
Sort Conversations Inbox List by Date
Use case: To better enable collaboration and facilitate different workflows across inboxes, we need to sort the list of Conversations sometimes by newest first (to guage any reactions to recent changes) and other times by oldest first (to ensu read more
Reply Idea Conversations
51 upvotes
9 Replies
MShipley
Member
January 26, 2021
The most common way to handle incoming requests when working from a shared queue is to have oldest to newest so that customers are served on a first ...read more
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