Posts

  • Pavol Procka
    Automatically Disable the "Auto Filter" function
    Topic posted March 29, 2018 by Pavol ProckaSilver Crown: 22,500+ Points in B2C Service > Reporting and Analytics for Service public
    Title:
    Automatically Disable the "Auto Filter" function
    Content:

    The below is only happening when opening the Incident Search reports through the Quick Search Section. If I open the report from the Report Explorer, the Auto Filter settings are reset (it is inactive).

    We have added the Analyse section to our employees report's ribbon. Now, when the employee opens the Incident Search report, clicks the Auto Filter and selects values to filter for, this settings seems to remain saved. When the employee then closes the report and opens it again, (even with different search) the filter settings stay the same (Auto Filter stays active).

    Is there a way to automatically reset this to disabled every time a report is opened?

    Many thanks

    Pavol

    Version:
    16D
  • Pavol Procka
    Average answer time for emails replied9
    Topic posted June 21, 2017 by Pavol ProckaSilver Crown: 22,500+ Points in B2C Service > Reporting and Analytics for Service public
    Title:
    Average answer time for emails replied
    Content:

    Hi everyone,

     

    I wonder if anyone has a report they can share that would do the following:

    I am looking for a quick way how to find out how many e-mails were replied yesterday from specific Qs and what was the average answer time, or even better, how many were replied within 8, 12, 24, 48 and 72 hours.

    Many Thanks

    Pavol

  • Pavol Procka
    Barracuda - what is SPAM USER value based on?Answered3
    Topic posted August 14, 2017 by Pavol ProckaSilver Crown: 22,500+ Points in B2C Service > General Functional Discussions for Service public
    Title:
    Barracuda - what is SPAM USER value based on?
    Content:

    Hi,

    our Barracuda SPAM filter is recently adding the #TAG# to a lot of emails coming through.

    I understand this is based on the Tag value in the Barracuda app, but it seems that a lot of the legitimate emails are tagged because they are classified as SPAM USER with values of 4+ (our TAG Score is set to 3.5).

    Can anyone tell me where this value comes from? And how can it be adjusted? The users I checked (including the one from the screenshot) is not included on our blackilsted email addresses in the Barracuda app, so I assume they are getting these values based on a blacklist managed by Barracuda?

    (Even so, we have now test-wise reset the Bayesian Database (keeping a backup) but are not really happy to get rid of 1000s of entries we taught it during the years, also am afraid it will start flooding our normal Qs with SPAM). I would still like to know where the value for SPAM USER comes from.

    Attached screenshot of the header showing the SPAM USER

    Image:
  • Pavol Procka
    Barracuda SPAM filtering Best Practices?Answered5
    Topic posted September 8, 2017 by Pavol ProckaSilver Crown: 22,500+ Points in B2C Service > General Functional Discussions for Service public
    Title:
    Barracuda SPAM filtering Best Practices?
    Content:

    Hi,

    I am wondering whether anyone can suggest some "best practices" for using the Barracuda SPAM filtering?

    It seems there must be something we are not doing exactly right as the tool gives us way too many false positives in the Bayesian analysis.

    I understand that there has to be a minimum of 200 messages classified as both SPAM and NOT SPAM before the Bayesian works, but was wondering whether maybe having too many in either one can be confusing for the database? We have performed a reset as we had close to 90k in the SPAM category and are currently at about 2k and just reaching 200 in the NOT SPAM category.

    Question is whether it makes more sense to stop adding messages once they reach certain numbers (and just continue deleting them without submitting to Barracuda), or is it better to keep adding them (if so, until when)?

    Thanks

    Pavol

  • Pavol Procka
    Chat Assignements Rules - first fill agent's sessionsAnswered2
    Topic posted July 7, 2017 by Pavol ProckaSilver Crown: 22,500+ Points in B2C Service > Communication Channels public
    Title:
    Chat Assignements Rules - first fill agent's sessions
    Content:

    Hi,

     

    I would like to ask whether there is any out-of-the-box configuration that would enable us to route chats to the agents not based on which agent is waiting the longest time, but rather to fill one agents sessions, the go to the next one, next one etc.

    Basically, what we want to achieve is to make sure that an agent is doing the maximum number of sessions (that are allowed to him) before another agent gets a chat.

    So if we have Agent 1 with 3 available sessions and Agent 2 with the same, both on Available Status -  agent one needs to have 3 active sessions before Agent 2 gets any.

    I have found the following documentation that seems to state this is not possible, but hope dies last :) https://cx.rightnow.com/app/answers/detail/a_id/1174 - This is what it says:

    "The chat assignment algorithm does not take the following into consideration:

    • Whether the Profile is set for PUSH or PULL Chat Mode. For more information on Push and Pull Chat Modes, please see Answer ID 8178: Understanding Chat Permissions: Pull Chat Mode and Push Mode.
       
    • The number of sessions an agent has available. The system does not proactively distribute the next chat to the agent with the most available chat slots. While chats will be distributed equally to agents over time, shift changes or other agent activity may result in the assignment of a greater number of chats to agents who have the longest outstanding chat request for a short period of time.  Instead, the Chat Service looks to see which agent has the oldest outstanding request for a chat. For example: Agent 1 has 3 max chats, is chatting with 2 customers and has 1 session available. Agent 1 requested a new chat at 08:10. Agent 2 has 5 max chats, is not chatting with anyone so there are 5 sessions available. Agent 2 requested a chat at 08:11. The next chat in queue will be distributed to Agent 1 because she requested a chat at 08:10."
    Version:
    Sevice Cloud
  • Pavol Procka
    Chat Low Volumes Alert175.0
    Topic posted September 12, 2019 by Pavol ProckaSilver Crown: 22,500+ Points in B2C Service > Reporting and Analytics for Service public
    Title:
    Chat Low Volumes Alert
    Summary:
    Alert to fire if no chats have been received in a Queue
    Content:

    Our management has put forward a requirement to alert if no chats have been received in a queue for a specific amount of time. So far so good, this part is simple. The problem is, it should only fire if at the same time, there were chats in that queue the previous day (if there were none the day before, it would be assumed the channel is closed). Any ideas how to aproach this?

    Many Thanks

    Pavol

    Version:
    18A
  • Pavol Procka
    Chat Service Optimisation - IdeasAnswered25.0
    Topic posted October 25, 2018 by Pavol ProckaSilver Crown: 22,500+ Points in B2C Service > Communication Channels public
    Title:
    Chat Service Optimisation - Ideas
    Summary:
    Chat Service Best Practices
    Content:

    Hi,


    We are looking into our chat performance and are finding some issue affecting it. Therefore, I was wondering if anyone would be willing to share some ideas on how to tackle them (what are you doing in this case?).

    To not just be a leach :), here the issues and some initial ideas we are considering:

      1.Sessions with 0-1 agent messages and customer abandoning chat session without any relevant input or query

      2.Multiple chat sessions submitted by members within a short time span – many of them with little input from    the member

    The effects of this are:

      1. May affect answer rate – keeping available agents busy with unnecessary sessions (luckily this is      not what we are really experiencing)

      2. Inflation of agent productivity statistics and as such the inflation of total contact demand      statistics

    Our Initial ideas on how to address:

     1. Limit number of chat sessions per customer per hour/day

     2. Delaying the assigning/presenting of the chat to agent only after first valid member’s entry     within a chat session as opposed to current where we are presenting the chat immediately after the     customer fills out chat form


    Thanks for any input!

    Pavol

  • Pavol Procka
    Chats through the Genesys Media Bar25.0
    Topic posted November 15, 2018 by Pavol ProckaSilver Crown: 22,500+ Points in B2C Service > Integrations and APIs for Service public
    Title:
    Chats through the Genesys Media Bar
    Summary:
    Trouble getting Chats through the Genesys Media Bar
    Content:

    Hi,

    we are having difficulties getting chats through the Genesys Media bar. They come to RN (we can see them in the Q), but then get assigned to agents through the Oracle chat, not the media bar - if we are not logged in on the Oracle chat, they stay in the Q.

    We talked to the tech support and apparently there are three categories that are needed for an agent to be considered to take chats.

     
    But when I filtered the agent, there are only 2 out of the 3 categories that are being set. RightNowChat is not being assigned.

    Can anyone advise where/how to set this category?

     

    Many Thanks

    Pavol

  • Pavol Procka
    Chats through the Genesys Media Bar145.0
    Topic posted November 15, 2018 by Pavol ProckaSilver Crown: 22,500+ Points, tagged Chat in B2C Service > Communication Channels public
    Title:
    Chats through the Genesys Media Bar
    Summary:
    Trouble getting Chats through the Genesys Media Bar
    Content:

    Hi,

    we are having difficulties getting chats through the Genesys Media bar. They come to RN (we can see them in the Q), but then get assigned to agents through the Oracle chat, not the media bar - if we are not logged in on the Oracle chat, they stay in the Q.

    We talked to the tech support and apparently there are three categories that are needed for an agent to be considered to take chats.

     
    But when I filtered the agent, there are only 2 out of the 3 categories that are being set. RightNowChat is not being assigned.

    Can anyone advise where/how to set this category?

     

    Many Thanks

    Pavol

    Version:
    18A
  • Pavol Procka
    Count of incidents per days without using a filter.Answered115.0
    Topic posted March 9, 2018 by Pavol ProckaSilver Crown: 22,500+ Points in B2C Service > Reporting and Analytics for Service public
    Title:
    Count of incidents per days without using a filter.
    Content:

    Hi,

    I am trying to build a report that will show a combination of currently Open incidents in the Qs and the ones that were resolved "Yesterday" and "Today".

    I understand that to get the resolved on a specific date, I could make a simple count of e.g. incidents.last_ responded and add a filter, but then I will lose the incidents that are currently in Open status, so would have to go with a Dashboard combining reports.

    Is it possible to get this data in one report, ie with an expression in the column?

    Many thanks

    Pavol