Customization of URLs in Adherence
S
Silky Salmon
Currently our team uses a lot of external web based apps and tools to do their work. We've had to change our adherence to use Zendesk Dashboard and Online(Not Zendesk) to be a productive state. This is a risk since there are few instances that are no longer detracting from adherence.
I would love to see a way for customization to say these urls are in adherence and all others are not for increased adherence accuracy.
M
Monica Rangel
Merged in a post:
Track Agent States outside of contact platform (s)
Shelton Wirth
Our agents do a lot of their workflows outside of our contact platforms (Zendesk and Intercom), and we need to be able to track their agent states and activity in other tools and URLs (slack, internal tools, web browser, other applications, etc.).