{"id":21,"date":"2024-10-10T10:43:52","date_gmt":"2024-10-10T10:43:52","guid":{"rendered":"https:\/\/farahmourad.com\/?p=21"},"modified":"2024-10-22T11:37:31","modified_gmt":"2024-10-22T11:37:31","slug":"second-post","status":"publish","type":"post","link":"https:\/\/farahmourad.com\/index.php\/2024\/10\/10\/second-post\/","title":{"rendered":"Custom Away Statuses for agents"},"content":{"rendered":"\n
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About<\/strong>
Dixa is a customer service platform that empowers businesses to provide exceptional customer support. By combining AI with human expertise, Dixa helps companies create personalized experiences that foster customer loyalty. The platform enables efficient communication, streamlines workflows, and provides valuable insights to improve overall customer service.<\/p>\n\n\n\n

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Know why an agent is away. Managers would like to know how their agents spend their time when they are not available for taking conversations. Possible status codes could be:
– Lunch
– Meeting
– Break<\/p>\n<\/div>\n\n\n\n

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Direct User<\/strong> Comments<\/strong> Asking for The Feature<\/strong><\/p>\n<\/div>\n<\/div><\/div>\n\n\n\n

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How it was<\/strong>
Agent can either be Online or Offline. When you are Online – You have two statuses that you currently can be in: Working or Away. There is no hierarchy or options below away.<\/p>\n\n\n\n

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Working<\/span><\/figcaption><\/figure><\/div>\n<\/div>\n\n\n\n
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Away<\/span><\/figcaption><\/figure><\/div>\n<\/div>\n<\/div>\n\n\n\n
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How it became
<\/strong>When agents set their status to away, they would choose away reason\/status and set it from the presence bar<\/p>\n<\/div>\n\n\n\n

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Status Creation User Flow<\/strong><\/p>\n\n\n\n

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Ideation: How custom statuses should appear in analytics<\/strong><\/p>\n\n\n\n

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Settings Flow<\/strong> (Admins)<\/p>\n\n\n\n

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Agents Flow<\/strong><\/p>\n\n\n\n

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Analytics Experience<\/strong> (Admins)<\/p>\n\n\n\n

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Micro-interaction<\/strong><\/p>\n\n\n\n

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Thank you<\/strong><\/h3>\n\n\n\n

Bye \ud83d\udc4b\ud83d\udc4b (farah went away one moment ago)<\/em><\/p>\n\n\n