Eric Gao
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Total activity731
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Last activity
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Activity overview
Latest activity by Eric Gao-
Eric Gao created an article,
Explore recipe: Auditing agent engagement activities in a chat
What's my plan? In this recipe, you’ll learn how to audit agent interactions in a chat. This can help surface the flow of a chat session, such as the agent actions as well as the corresponding time...
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Eric Gao created an article,
Why is drill-in not working in my Explore report?
Question Why do I sometimes see the error No data available when performing a drill-in in a Explore report? Answer By default, drill-in does not work on any custom attribute value of null, so if yo...
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Eric Gao created an article,
Explore recipe: Reporting on ticket deletions
In this recipe, you’ll learn how to report on ticket deletion events, which can be used to show any tickets that have been deleted at any point in time and the corresponding timestamp for those eve...
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Eric Gao created an article,
Why don’t the call legs add up to the number of calls in Explore?
Question On the Talk dashboard in Explore, there are various types of call legs: accepted, missed, and declined. However, these call legs do not add up to the number of inbound, outbound, or tot...
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Eric Gao created an article,
Explore recipe: Reporting on Jira tickets
What's my plan? In this recipe, you’ll learn how to report on tickets that are linked to a Jira issue. As described in the Zendesk Jira integration guide, when creating or linking to a Jira issue ...
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Eric Gao created an article,
Explore recipe: Reporting on tickets with similar tags
What's my plan? In this recipe, you’ll learn how to report on tickets with similar tags that include a certain word or string. This is useful for grouping your ticket tags and seeing how many tic...
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Eric Gao created an article,
Explore recipe: Measuring call acceptance data for agents
What's my plan? In this recipe, you’ll learn how to report on call acceptance data (whether agents accepted, declined, or missed calls) for the Zendesk Talk agents in your account. This article co...
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Eric Gao created an article,
Explore recipe: Reporting on top searched questions and clicks by date
What's my plan? In this recipe, you’ll learn how to report on the most frequently searched queries, the number of searches, and the clicks performed by users in your knowledge base via the help cen...
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Eric Gao created an article,
Explore recipe: Reporting on article and translation languages
What's my plan? In this recipe, you’ll learn how to report on the languages for the articles and translations in your knowledge base. This article contains the following topics: What you’ll need ...
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Eric Gao created an article,
Why do I receive a “Network error” in my report?
Question Why do I get a message of Network error upon running an Explore report? Answer There is a data threshold of 50,000 rows on the underlying SQL in Explore. Explore is only able to report 50,...