About phani

Hello all, I would like to share a suggestion to aid with conversations that stay assigned after an agent went offline. Agents “on duty” would then retrieve the conversations using supervisor view or manage view. Customers are often observed replying, “hello?” to no avail, as the conversation stays assigned to the offline agent. Over time, we have set up widgets (via shared dashboards) to help take action faster as it occurs. While we try everything we can to notice it, we often fail to action in a timely matter. When we get to it, it’s a little too late. Generating a negative experience in a sense that we do not answer our customer quick enough. A suggestion: Set a “time-out” on   CONVERSATIONS ASSIGNED TO OFFLINE AGENTS   (ex: 15 or 30 min) AND release it to   Available   for the next available agent to handle. Report such conversations as a "Unassigned Other” to monitor / keep track of the number of cases unassigned in order to be able to coach back repeat offenders. I hope we can find a solution to our issue! Please "kudo" if you support it! J Example of widget we use:  Similar idea: Log out time - Archived - Submitted on: 09-22-2015 02:37 PM ... View more

User Story:   As a Moderator, I want to be able to edit the Subject of community post directly in Response/LSW so that I can work more efficiently and not waste time and productivity by switching platforms to go back to the native community to make the edits.  One of the biggest pain-points our moderators tell me is that they cannot edit the Subject of a community post in Response/LSW, but instead they will have to go back to our native community directly, re-find that post, sign-in (if they previously were not), and then make the necessary Subject edits. Both LSW and the native community allow moderators to edit the Body of a post, but the Subject can only be edited in the native community. Our processes have the moderators work solely in Response, but because Subject lines cannot be editing in Response/LSW,  we have to allow the moderators  out of LSW and into the native community for this capability.  If you can edit the Body of a post, why not the Subject as well? This will really help streamline the workflow for our team!  ... View more

SEO Best Practices Checklist Keywords Conduct keyword research. Conduct   keyword research   to gain insight into the phrases your target audience searches for and to discover the keywords you’re able to rank for. To   find the best keywords   for your website, use Alexa’s   Keyword Difficulty Tool   to gain insight into search term popularity and keyword competitiveness. Read more: How to Do Keyword Research: A Comprehensive Guide Assign one primary keyword per page on your website. When you find the keywords you want to target, assign each term to one page – and only one page – on your website. Once you decide which primary keywords go with which pages, optimize those pages for the terms using on-page SEO factors described later in this post. Don’t assign the same primary keyword to multiple pages on your website. Never assign the same target keyword to more than one page or post on your site. Using the same keyword on more than one page can lead to   keyword cannibalization, which can have a negative impact on your ability to rank in search. ... View more