Tom Erik Skjønsberg

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

So new ETA is now early Q1 2024. That puts us on route for 2 years since the first time we were promised "next quarter".

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• Tom Erik Skjønsberg
• Erstellt 6. Dezember 2023 09:40
• 0 Stimmen

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

Susana Zendesk bought Tymeshift, a paid product that has this functionality. So they would apparently rather that you pay for that, generate reports from Tymeshift and then use Excel to merge repor...

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• Tom Erik Skjønsberg
• Erstellt 4. Dezember 2023 07:08
• 0 Stimmen

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

Karen Hynes Now that we are halfway through Q4, and the GA was supposed to happen early Q4, are we behind schedule on the next delay announcement?

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• Tom Erik Skjønsberg
• Erstellt 9. November 2023 07:57
• 1 Stimme

1. Account
2. ...
3. Accounts and billing
4. Managing data storage in your Zendesk account

The introduction of this thing has been horribly botched. Without any prior warning we're told we are massively over storage capacity, given no option to bulk delete data by Zendesk and almost zero...

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• Tom Erik Skjønsberg
• Bearbeitet 31. Oktober 2023 10:41
• 0 Stimmen

1. Community
2. Zendesk Suite Q&A
3. Has anyone had any luck with generative AI that reads your knowledge base and suggests a response?

Hi Jake Bantz We would love to have something for this for Support, where it would read the customer's message and generate a suggested response that agents would have to approve/edit before being ...

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• Tom Erik Skjønsberg
• Erstellt 27. Oktober 2023 09:14
• 1 Stimme

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Agent "Total Online Time" reporting.

It is not very straight forward unfortunately Kelli Acosta. In the file "status_sessions_<insert string>" which you can find in the zip file event_analytics you will find timestamped status changes...

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• Tom Erik Skjønsberg
• Bearbeitet 27. Oktober 2023 06:38
• 1 Stimme

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Agent "Total Online Time" reporting.

Anastasia Kachanova Kelli Acosta Open Zendesk Chat, and then on the left hand menu go to Analytics When on the Analytics screen, in the top right corner, you have the Download CSV button   Once t...

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• Tom Erik Skjønsberg
• Bearbeitet 25. Oktober 2023 06:23
• 0 Stimmen

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Agent "Total Online Time" reporting.

Kelli Acosta What are you looking for exactly? This export will get you how much time they have spent in each available status per day.

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• Tom Erik Skjønsberg
• Erstellt 24. Oktober 2023 14:20
• 0 Stimmen

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Transitioning to the new Explore dashboard builder: Your questions answered

Bookmarks or a similar feature will be available post-GA. When? Agent online time has been a "high priority" and to be released soon for more than 4 years now. Removing bookmarks, which Zendesk t...

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• Tom Erik Skjønsberg
• Erstellt 23. Oktober 2023 11:42
• 0 Stimmen

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Agent "Total Online Time" reporting.

Kelli Acosta You can get this data from the Chat Analytics by exporting to CSV. It will allow you to select some historical data as well. Karen Hynes John Costello So, we are now a full 12 months r...

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• Tom Erik Skjønsberg
• Erstellt 23. Oktober 2023 07:13
• 1 Stimme