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Myron

Beigetreten 06. Dez. 2021

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Letzte Aktivität 08. Juni 2023

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Community-Kommentar Feedback - Chat and Messaging (Chat)

How do I apply a schedule to Zendesk Messaging? Is there a slider like for ZD Talk where you can designate days and hours?

 

Kommentar anzeigen · Gepostet 08. Juni 2023 · Myron

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Community-Kommentar Feedback - Voice (Talk)

You have my upvote on Availability, an essential metric in a contact center.

Kommentar anzeigen · Gepostet 04. Nov. 2022 · Myron

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KommentarBuilding reports

Did I miss it? I need a reference to agent availability, and actual time in queue, e.g., available for calls in addition to time handling a call. It includes a log of time in, online, and offline. Please advise. Any suggestions?

Kommentar anzeigen · Gepostet 03. Nov. 2022 · Myron

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Post Feedback - Reporting and analytics (Explore)

Gepostet 06. Okt. 2022 · Myron

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KommentarHow to report on Talk and Text

Ditto on wanting to see an Average Wait Time for business hours, or to the Talk Schedule, re: Objects & Rules, Schedules. Does anyone know a way?

Kommentar anzeigen · Gepostet 23. Aug. 2022 · Myron

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Community-Kommentar Feedback - Voice (Talk)

Yes, I use agent availability in conjunction with various call counts, number handled, transferred, declined, outbound; average talk time, after call work, handle time. They are factored into performance tiers, e.g., above average, average, and below average. The same metrics are applied to the department, teams, agents, etc. And yes, availability in minutes and percentage will be much appreciated.

Kommentar anzeigen · Gepostet 27. Apr. 2022 · Myron

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KommentarTicket basics

When responding to a Support ticket, how do I respond to a Talk call without losing the email that is in progress?

Kommentar anzeigen · Gepostet 27. Apr. 2022 · Myron

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KommentarTicket basics

With ticket redaction, how do you redact the recorded call?

 

Kommentar anzeigen · Gepostet 25. Apr. 2022 · Myron

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KommentarSecurity and user access in Zendesk Support

What about redacting credit card numbers from the recordings? Is there a way to automate redaction in a conversation?

Kommentar anzeigen · Gepostet 25. Apr. 2022 · Myron

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KommentarTicket management

How can I disable the Suspended ticket folder altogether? I find it populated with voice messages that appear to have been dialed from VoIP or a computer.

Kommentar anzeigen · Gepostet 03. Feb. 2022 · Myron

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