The "Waiting on Customer" stage is designed to help agents manage tickets while awaiting a response from customers. This feature is available in the Ticket Stage Settings and can be enabled to streamline communication and improve efficiency. Here's how to set it up and use the new features.
1. Enabling the "Waiting on Customer" Stage
Navigate to Ticket Stage Settings:
Go to the settings.
Under the "Ticket Stage" section, find the option for "Waiting on Customer" and enable it.
Purpose:
This stage allows agents to move a ticket to "Waiting on Customer" when they are waiting for a customer’s reply.
2. Setting Reminder Messages
You can configure reminder messages that will be automatically sent to customers after a certain amount of time, if the ticket is moved to Waiting on Customer stage.
Setting a Reminder:
In the "Waiting on Customer" stage settings, specify the time (in hours) after which a reminder should be sent if no response has been received.
2. Automatic Reminders:
Once set, the system will automatically send a reminder message to the customer after the specified time.
3. Automations Based on Previous Stage
You can now create automations based on the previous stage of the ticket.
Example: Chat session closed where previous stage was "Waiting on customer"
4. Analytics for "Waiting on Customer" Stage
A new analytics component has been released to track the performance of the "Waiting on Customer" stage.
Average Handling Time (AHT):
The AHT calculation now excludes the time a ticket spends in the "Waiting on Customer" stage. This ensures more accurate performance tracking for agents.
Performance Tracking:
In the Performance Tab, you can now view the total number of tickets in the "Waiting on Customer" stage. This helps gauge how often this stage is used and its impact on ticket resolution.
When agents are unavailable
Availability check is true
When reassigning a ticket, the system follows this logic:
If a Team ID is provided:
The system will first check if the original agent is available.
If the original agent is unavailable, it will look for another available agent within the same team and assign the ticket to them.
If no Team ID is provided:
The system will check all the teams the original agent is part of.
It will then assign the ticket to any available agent from any of those teams.
If no agents are available:
If no agents from any of the teams are available, the ticket will be moved to the "Unassigned" bucket.
Availability check is false
If the availability check is set to false, It will assign to the same agent even if the agent is unavailable.
When Labels are added
If any labels are added to the chat session and same labels are added to any of the team, Then it will look for the available agents in that team and assign to them.
if none of the agents in that team are also unavailable, it will follow the above said logic again.
Load Balancer is turned on
When a ticket is moved to the Waiting on Customer Stage, a new ticket will get assigned to the agent and when the customer replies, the ticket will come out of that stage and assign to the same agent even when the capacity is filled.
FAQs
1) Does time spent in the "Waiting on Customer" stage count towards Average Handling Time (AHT)?
No, time spent in the "Waiting on Customer" stage is excluded from AHT calculations.
2) What happens to a ticket once a customer replies?
Once a customer replies to a ticket in the "Waiting on Customer" stage, the ticket will automatically move out of this stage, and agents can continue processing it.
3) How many times the message will be sent?
The message will be sent only once in the specified time to a customer once the ticket is moved to WOC stage.
For further assistance or to raise feature requests related to Waiting On Customer, please contact [email protected].