Matthew Sammut

1. Community
2. Feedback - Voice (Talk)
3. Zendesk Talk: Allow Reporting on Agent Availability

Karen Hynes many people eagerly awaiting an update on this. Again IMO this should not be a planned feature but a mandatory function of your Talk module - is this close to completion? Can you keep u...

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• Matthew Sammut
• Erstellt 12. Dezember 2022 08:19
• 4 Stimmen

1. Community
2. Feedback - Voice (Talk)
3. Zendesk Talk: Allow Reporting on Agent Availability

Karen Hynes any further news on this? as you can see by the flood of comments this is, frankly, a core function for support teams, we really cannot do without it

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• Matthew Sammut
• Erstellt 27. September 2022 09:14
• 1 Stimme

1. Community
2. Feedback - Voice (Talk)
3. Zendesk Talk: Allow Reporting on Agent Availability

It does, thank you.

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• Matthew Sammut
• Erstellt 1. April 2022 09:28
• 1 Stimme

1. Community
2. Feedback - Voice (Talk)
3. Zendesk Talk: Allow Reporting on Agent Availability

Karen Hynes could you please be more specific? Does "core Zendesk states per channel" include the 3 scenarios I described above? or are these not available in version 1?

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• Matthew Sammut
• Erstellt 1. April 2022 08:40
• 0 Stimmen

1. Community
2. Feedback - Voice (Talk)
3. Zendesk Talk: Allow Reporting on Agent Availability

Karen Hynes the highest KPI metrics on our list would be: 1. Online time (time logged in) 2. Time in an available state (total time where a user is available for a call/chat) 3. Time in an away/tra...

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• Matthew Sammut
• Erstellt 25. März 2022 12:29
• 4 Stimmen

1. Community
2. Feedback - Voice (Talk)
3. Talk - agents remain available after missed call

Same here, any updates on this? Seems like a pretty fundamental feature which most other competitor products already have. "high on our backlog" posted back in 2018 does not give us much confidence...

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• Matthew Sammut
• Erstellt 22. März 2022 10:06
• 1 Stimme

1. Community
2. Feedback - Voice (Talk)
3. Zendesk Talk: Allow Reporting on Agent Availability

No idea why this would not be included from the start - online time and available time are core KPIs for any team lead or manager who is managing the availability of a support team. The data is the...

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• Matthew Sammut
• Erstellt 22. Februar 2022 16:14
• 2 Stimmen