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LaReine Pia

Beigetreten 16. Okt. 2021

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Letzte Aktivität 27. Dez. 2023

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Community-Kommentar Q&A - Users, groups, and organizations

I figured it out!!!! Thank you :)

Kommentar anzeigen · Gepostet 19. Juli 2021 · LaReine Pia

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Community-Kommentar Q&A - Users, groups, and organizations

Thank you for your response! Here is what it shows below. I have others set to our Production Staff that are able to make comments. 

 

Kommentar anzeigen · Gepostet 19. Juli 2021 · LaReine Pia

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Post Q&A - Users, groups, and organizations

I have an agent that is not able to make public comments. I am able to assign tickets directly to her, she is able to make internal notes but does not have the option to make a public comment. Her user type is 'Staff Member', and she is set up like my other agents but she is the only one unable to make public comments. 

Gepostet 19. Juli 2021 · LaReine Pia

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KommentarCall routing, greetings, IVR, and recordings

Hello! I am wanting to have one specific agent answer calls. If after x amount of rings, we want it to go to a second person. Is this possible to do for each new call? We do not want to do the round-robin feature, instead of starting the cycle again for each new call: Agent One (no answer), ring to Agent 2, and then if no answer the call would then go to voicemail. And if a new call comes in, we want it to start again at agent 1. Please let me know if this is possible to do!

Kommentar anzeigen · Gepostet 23. Juni 2021 · LaReine Pia

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KommentarCustomizing reports

Hello! I am trying to get the chart to stack but I am not able to. I included screenshots below. Can you please see if I am setting anything up incorrectly?  I want our type of checks to all show on the same graph instead of the separate sheets. 

 

Kommentar anzeigen · Gepostet 18. Juni 2021 · LaReine Pia

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KommentarExplore recipes

Hello ZenDesk Team!

I copied the formula provided:

IF ([Changes - Field name] = "Total time spent (sec)") 
THEN
IF ([Changes - Previous value]=NULL OR [Changes - Previous value]="")
THEN NUMBER([Changes - New value])/60
ELIF (REGEXP_MATCH([Changes - New value], "[0-9]+") AND REGEXP_MATCH([Changes - Previous value], "[0-9]+"))
THEN(NUMBER([Changes - New value])-NUMBER([Changes - Previous value]))/60
ENDIF
ENDIF"

But I am not able to get this to work. I keep getting this error message.


I am trying to calculate the average time agents are working specific tickets from New to Closed status with the time tracking app.

Kommentar anzeigen · Gepostet 07. Juni 2021 · LaReine Pia

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