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Need some clarification. This article indicates chat triggers will not fire if no agents are online. Yet, in selecting trigger conditions, there's the option of Account status - offline or Departme...
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Is there a status update to this? Admins must be able to throttle this function. Is there a workaround (e.g. prevent via a trigger)? Does Zendesk recognize this as an issue/bug or is the stance "i...
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Yes. I would like to establish a metric for percentage of calls answered within a specific amount of time. In this case, the goal would be 80% of calls answered within 20 seconds. I need to measu...
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Until the launch of this dataset occurring sometime within Q2, I'm curious how others are working around this Zendesk issue. Any alternatives better than screen-shotting the daily agent snapshot a...
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I'm not seeing a definitive answer to the first question posed on this thread. If there are multiple departments, each with varying hours of ops, then what is the most efficient means of preventing...
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This request for essential call centers metrics has been lingering for a very long time. However, it does not appear as though this need has gained any momentum. Is there a possibility of this req...
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Is there a way to determine if the "non-answered calls" were outbound or inbound?
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Agree with this metric being available across both Talk and Chat channels. Reports to measure Availability Time, Away status timestamps, etc. for previous day, week, month, etc. is crucial. This m...
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When Agent Workspace was first promoted, we took advantage of it but quickly discovered the ability for an agent to chat directly with another agent was no longer available. For example, an agent ...
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I have a trigger setup to text a sat survey to all callers. However, if customer is using a landline, the text fails. Consequentially, the ticket cannot be solved. Any solution to this?