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Tejas

Beigetreten 15. Apr. 2021

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Letzte Aktivität 15. Feb. 2023

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KommentarBuilding reports

Ewa Kondratowicz

time tracking only captures time for the active ticket in a browser tab. We also have agents who open multiple tickets at a time ( in same browser tab), but as soon as agent moves from one ticket to another the time gets paused for 1st ticket and starts for another one.

I hope this helps.

Thanks & Regards,

Tejas Patil

Kommentar anzeigen · Gepostet 15. Feb. 2023 · Tejas

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KommentarBuilding reports

Ewa Kondratowicz

To track agents activity we use time tracking app, from that app we get the actual case handling time of the agent. This can also be used to show absence if no activity is captured for a given day.

 

 

I hope this helps.

Kommentar anzeigen · Gepostet 16. Jan. 2023 · Tejas

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KommentarWriting formulas

Thanks Gab, that's helpful.

 

Kommentar anzeigen · Gepostet 03. Jan. 2023 · Tejas

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KommentarWriting formulas

Hi Team,

Need your help in building an attribute function like,

 

If "A' is Blank then "B", if "B" is blank then "C",If "C" is Blank Then "D" else "A"

 

I tried to build using below but it only returns value of B when A is blank,

 

IF ([A] = NULL) THEN
    [B]
ELIF ([B] = NULL) THEN
    [C]
ELIF ([C] = NULL) THEN
    [D]
ELIF ([D] = NULL) THEN
    [A]
ENDIF

 

Thanks,

Tejas

Kommentar anzeigen · Gepostet 14. Dez. 2022 · Tejas

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KommentarEnd users and organizations

a Permanently deleted user was rehired and now we have created a new account for the user.

Few of the contacts (recent) sent by these user shows as contact actioned by deleted user.

I haved checked the Zendesk ID, both users have a different ID, ( Deleted user shows old ID by same agent). Considering this cound be issue with browser cache, user had re-install the browser but no luck in getting this sorted.

Any idea what could be the issue here?

Kommentar anzeigen · Bearbeitet 21. Juli 2022 · Tejas

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KommentarGeneral questions about live chat

Hi Team,

"If the end user chats in again after an agent leaves, it pops back into the queue. In these cases, the history of their previous chat is present because it’s still considered the same chat session. Any subsequent messages are added to the chat session, and once ended are added to the history as a single entry."

Seems this is not applicable with the agent workplace, is it correct?

In Agent work place when agent leaves the chat, it shows customer has also left the chat. :(

 

Kommentar anzeigen · Gepostet 14. Okt. 2021 · Tejas

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KommentarAdditional ticket channels

Before you migrate is a broken link

Kommentar anzeigen · Gepostet 12. Okt. 2021 · Tejas

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KommentarExplore recipes

@... are you looking for something like below?

Kommentar anzeigen · Gepostet 27. Juli 2021 · Tejas

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KommentarBuilding reports

@Adrian M. did you tried using the Metric filter to remove blank values for number of tickets metric?

Kommentar anzeigen · Gepostet 27. Jan. 2021 · Tejas

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Community-Kommentar Feedback - Reporting and analytics (Explore)

Would like to see this feature soon..

Kommentar anzeigen · Gepostet 22. Mai 2020 · Tejas

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