Rosie B.
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Recent activity by Rosie B.-
Hello Jared, Currently, Zendesk Explore uses the "Yesterday" date attribute to refer to the day before the current calendar day, regardless of whether it was a business day or a holiday according ...
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Hi James, Zendesk Talk doesn't directly provide a feature that allows you to see outbound call duration per IVR queue, but you can add Call Talk number attribute. You can also try to utilize the I...
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Hello Sierra, I understand the significance of reporting side conversation tickets for you. Regrettably, there isn't a standalone dataset currently available for side conversations in Zendesk Expl...
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Hello Agis, This is actually a good advanced options in formatting. But it doesn't sound like this functionality is currently on our roadmap. Can you please share your feedback in our Community? S...
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Hello James, If you are able to used the Call Duration (Sum) in your metrics, are you also able to drill it down to Call direction to see the duration call for Outbound? See example report below f...
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Hello Shivani, Apologies to hear as you are seeing incorrect data of your FRT. But the First reply time metric can be used with Tickets dataset, not the Updates dataset. Please note that the First...
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Hello Mike, Currently this is part of our limitation as stated here: https://support.zendesk.com/hc/en-us/articles/4408822351642-Limitations-in-messaging-functionality. For now, we recommend to r...
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Hi Carmelo, Thank you so much for your comprehensive feedback and reasoning. Also for taking your time to share all this information with us. Our product team have been informed and they will cont...
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Hi Jose, Apologies as the formula doesn't match with screenshot. We will feedback this to our documentation team clear on this. The two have different aspects in terms of a customer's call experi...
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Hi Amy, There's no native metrics to measure the time between a customer leaving a voicemail message and the agent returning the call within Zendesk Talk. To achieve this, you may do the following...