kyriacos avraamides

Hello,

Is there a way to completely disable the offline form?
I have disabled it however when all my agents are invisible the form still appears and asks for an inquiry and email.

I'd like for the message to be something like “Chat is not available at the moment. Please send us an email with your inquiry at example@example.com”

Hello Salim Cheurfi

Thank you for your response.

While the metrics above are definitely useful to gauge the progress of the department as a whole, I am looking for a more personalized metric tailored to each agent.

With the implementation of a RoundRobin distribution, it would be immensely beneficial if we can measure the time an open ticket is on an agent prior to getting a response.
Are we able to measure something like that in any way?

Hello all,

I would like to find out if there is a way to calculate the average response time for each agent using Zendesk.
Specifically, I'm interested in the duration from when a ticket is assigned to an agent to when it gets a reply or is marked as resolved.

Thank you.