4 Comments

  • Antonio Hammerl
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    I agree with Tobias, it makes sense to have a multiple selection of groups/departments.

    1
  • Hege Farsund Solheim
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    I agree - we would need to be able to select multiple groups/departments/brands to really make use of this

    1
  • Liz Skrelja
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    I came here to make this request, and am happy to see that others are requesting it too. I had provided feedback to your team about selecting multiple groups within the Talk dashboard, but was informed that it wasn't possible. It seems like this could be the fix we're looking for — being able to see what volume looks like in one group, but also what it looks like for multiple groups (for teams that handle multiple topics within the IVR). 

    Currently, we are reviewing what types of calls have come in in the last hour by using a Zendesk query; however, that doesn't inform us on real time decisions we have to make when balancing volume across sites. Ideally, being able to see what volume is for a certain set of groups would allow us to have agents come off the floor, or be all hands on deck. 

    I couldn't vote for this change enough! It would be vital for our real time analysts. 

    1
  • Sudeshna Basu
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    Thank you everyone for providing your feedback & support for this request.

    Yes, we are aware that it would be valuable to provide the ability to select multiple values for the filters. This is something we will definitely consider for the future roadmap.

    0

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