Jee

Hi there,

Understood that there are custom ticket statuses available, but how about to make custom ticket statuses to be made available/customizable based on agent groups. 

This would really come in handy. 

Can you share if Explore can cater a customizable field that enables historical based reporting for the bot performance metrics apart from the 7-day performance?

Hi there, I have a question about the CCs and Followers behaviours,

Say Person A (external client) emails to our registered support email in Zendesk and creates a support ticket. Then, the generic support team (Team B) CC'ed Person C, who is a light agent and/or contributor to take over the said case separately via Outlook as light agents/contributors are unable to send public replies to the requester directly. The issue I encountered is person C is unable to view the identity (email address) of Person A as when the generic support team (Team B) loops in Person C. Hence, when person C wants to take over/follow-up with the said case, he/she is unable to identify/know who is he/she responding to. Is there a workaround to this/settings that I overlook?

Be glad to hear your advice on this soonest! Thanks

Hi, I'd like to query on the call transfer to a group behaviour.

Say there're 2 groups, group A & B. Group A receives a call that's meant for group B. Agents in group A transferred to group B which has available agents. Say for some reason, the available agents in group B didn't answer the call hence turn into missed call(s). Can we create a view that's specific to agents in group B for such missed calls so that they can perform callbacks for these missed calls assigned/transferred to group B?

Hi there, my business is currently running on Messaging from our website and mobile SDK chats via our in-house mobile app, I have a couple of questions pertaining the below:

1. Do I need to create two separate reports with separate datasets whereby Chat: Engagement [default] is for the mobile SDK channel reporting and Chat: Messaging Tickets [default] is for the Messaging (incl. WhatsApp) channels?

2. Cotd. from item no. 1. above, is there a guide to consolidate the two datasets in a report or a dashboard to show/display a consolidated report/dashboard that shows chats via mobile SDK & Zendesk Messaging? If yes, please guide me on this. 

3. I've enabled Answer bot for the Messaging channel, how do I create/view a report which reports on the volume of messaging sessions that were resolved by the Answer bot versus messaging sessions that were transferred to a live agent and calculating the % of such metrics? Please guide me. 



Thanks!

Hi, I'd like to seek clarification on some metrics/fields below:

1. What's the difference between accepted call legs and completed inbound calls? How do you define as completed? What metric should I use to measure call legs that were actually answered by agents and resolved by agents and not including voicemails, unanswered calls and abandoned calls.

2. Is the % inbound call completion rate metric include the voicemails, unanswered calls and abandoned calls?

3. How can I custom the % completed inbound calls that were actually answered by agents out of total inbound call legs? Please guide me on a formula to calculate in Explore. 

4. What are the starting points and end points for a leg duration and leg talk time? Please explain in instances of the caller/requester and for the agents too. I'd like specific instances to be explained clearly. 

Be glad to hear you answer my queries as above, thank you! :)

Hi Miranda & the team at Zendesk, any update on this enhancement for messaging notifications. Its been 7 months since you have last updated on to the other users who are eager for this enhancement. Please do consider this enhancement in the nearest of time. 

Hi there, can I have a clarification of the following:

1. Detailed explanation & definition for High jitter, High latency, High packet loss, High post-dial delay, and Silence.

2. What are the causes for end-user bad quality legs?

3. What can end-users do improve their call quality? Is it something that we can control?

4. Based on my team's experience, the most bad quality legs from end users comes from landline numbers and lesser from mobile numbers? What are the factors that can contribute to this?

Appreciate your responses on my above queries.