Taylor Bowser
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Votes on activity by Taylor Bowser-
Explore Recipe: Compare last month's tickets to the 12 month average
In this Explore recipe you'll learn to create a report that shows last month's ticket count compared to a 12 month average. What you'll need Skill level: Intermediate Time Required: 5-10 minut...
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How do I analyze and improve my IVR tree with reporting?
Question I would like to analyze my IVR tree to learn how many times different branches were used and identify branches that have become obsolete and can be deleted. Answer In Explore, you can repo...
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Can I report on agents in a group that is different than the agents' Support group?
Question Is it possible to report on agents in a different group than the Support group they are in? For example, I currently have our agents grouped by function, is it possible to group the report...
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Will the default dashboard data reflect my account's business hours?
Question If there are business hours set up in Support, will the Efficiency tab of the default dashboard reflect those business hours? Or, do I have to adjust the date of the dashboard to reflect t...
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Can I change the color of a single value in a report?
Question When I use an attribute in a column chart, for example, Ticket brand, every brand has the same color. Can I change the color of a single value in a report? Answer To change the color of t...
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What are the best practices for separating dashboards between teams?
Question Our company has multiple teams that each need their own dashboard. I do not want them to see each other's dashboards. How do I accomplish this? Answer To accomplish this workflow All use...
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What is a non-answered call?
Question What does the metric non-answered calls actually mean? Can you please share some examples? Answer The article on Zendesk Talk Metrics describes non-answered calls as the calls during which...
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Can I report on how many chats are started by customers?
Question Chats can be started by end users, agents, or triggers. Is there a way to report on this distinction? Answer You can report on who, or what started the chat by using the attribute Started ...