Marc Dupuis
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Activity overview
Latest activity by Marc Dupuis-
Marc Dupuis created an article,
How-to connect Zoom Contact Center (ZCC)
Overview If you use ZCC as your telephony platform, connecting ZCC directly to Assembled is the easiest way to ensure that you're pulling in live agent statuses from ZCC. Once connected, your real-...
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Marc Dupuis created an article,
Queue configuration & ticket exclusions
Queue configuration overview Ticket Mapping allows you to separate inbound conversations in Assembled and also entirely exclude certain tickets from the Assembled platform. Once Ticket Mapping is s...
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Marc Dupuis created an article,
How-to connect Talkdesk
Overview If you use Talkdesk as your telephony platform, connecting Talkdesk directly to Assembled is the easiest way to ensure that you're forecasting and scheduling your agents using the most acc...
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Marc Dupuis created an article,
Forecast CSV uploads
Introduction Assembled will automatically forecast contacts and reopens for you, but if you wish to override that forecast and use your own, you can either do so using our API or uploading a comma-...
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Marc Dupuis created an article,
Email SLA and Backlog Forecasting
Overview Emails, unlike forms of live communication with your customers, tend to have longer SLA, or service-level agreement, for first response times. This means that you don't necessarily have to...
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Marc Dupuis created an article,
Time tracking in Zendesk
Overview When running a high performing support organization, it's important to measure agents and teams against the right and accurate metrics. Furthermore, especially if live channels constit...