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Bryan Flaherty

Joined Apr 14, 2021

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Last activity Aug 14, 2023

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ACTIVITY OVERVIEW

Latest activity by Bryan Flaherty

Bryan Flaherty commented,

CommentMensagens

Olá!
 
As mensagens proativas estão prontas para uso em nossos produtos nativos de mensagens na web e em dispositivos móveis. Elas foram criadas para que uma empressa possa enviar mensagens altamente personalizadas com base em um comportamento individual especiífico.

O Web Messanger da SunCo não oferece essa funcionalidade para web e dispositivos móveis. As mensagens enviadas através do Web Messanger da SunCo atualmente funcionam apenas no WhatsApp e SMS e são projetadas para enviar grandes volumes de mensagens com menos personalização individual.

View comment · Posted May 03, 2023 · Bryan Flaherty

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Bryan Flaherty created an article,

ArticleHelp with messaging

Question

By default I only see the last 10 messages of my conversation when the conversation is passed from my bot to Zendesk. Can I get more messages in a passControl than the default amount?

Answer

You can include more messages, or even less, by using the first_message_id in the metadata object of calls to the passControl API endpoint.

When you make a passControl call, there is an optional key called metadata. Use this key to pass along data for the receiving system to use. You can use the metadata field to set ticket, user, or organization fields and also to define which message is the first message included in the ticket. It should look like the example below.

{
    "switchboardIntegration": "zd:agentWorkspace",
    "metadata": {
        "first_message_id": "603012d7e0a3f9000c879b67"
    }
}

For more information about using the metadata field with Agent Workspace see this article: Switchboard integration for Zendesk.

Edited Mar 08, 2024 · Bryan Flaherty

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Bryan Flaherty created an article,

ArticleHelp with reporting and analytics

Question

I see both COUNT and D_COUNT as options for aggregation. Which one should I use?

Answer

COUNT and D_COUNT, distinct counts, are ways of aggregating data. Data aggregation is the process of combining a list of items into one data point. For example, SUM is an aggregation where the listed values are added together.

COUNT counts the number of items being aggregated. D_COUNT counts the number of unique items there are being aggregated. Consider the list below.

  • Cat
  • Cat
  • Dog
  • Bird

If you aggregate the list above by COUNT, the list will show the result of 4 as there are four items. If you aggregate the same list by D_COUNT, the list will provide a result of 3 as two items are the same. The most common use for COUNT and D_COUNT in Explore is when aggregating ticket IDs. D_COUNT will ensure each ticket only shows up once, COUNT allows a ticket to be counted multiple times.

If a report has attributes in rows or columns, COUNT and D_COUNT are aggregated within each cell, not for the report as a whole. From the example above, imagine that "Cat," "Dog," and "Bird" are tags, and they are arranged on three tickets: 

  • Ticket 1: Cat
  • Ticket 2: Cat, Dog
  • Ticket 3: Bird

COUNT and D_COUNT for tickets both return three since there are three tickets. However, if tags are added under rows, the total changes:

  • Cat: 2 tickets
  • Dog: 1 ticket
  • Bird: 1 ticket

The total is 4, even though there are only three tickets. This is because two unique tickets have the "Cat" tag. If a report has multiple rows or columns, the sum of D_COUNT values can be higher than the D_COUNT without rows or columns.

For more information on the different Explore aggregators, see the article: Choosing metric aggregators.

Edited Apr 26, 2023 · Bryan Flaherty

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