Jose Resendiz
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Total activity30
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Last activity
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Activity overview
Latest activity by Jose Resendiz-
Jose Resendiz created a post,
Chat Shortcut usage
In order to assist with shortcut maintenance, it would be good to have data on shortcut usage (highest vs lowest). We could choose the time period.
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Jose Resendiz created a post,
Chat agent list added to main settings
In Zendesk's main settings, you can see what agents have talk, but you can't see which ones have chat. Need to add chat.
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Jose Resendiz commented,
Agent should have visibility of how long they have put a caller on hold. It's about baasic customer service. Hold time is a basic customer service phone metric; thus, the agent should have visibili...
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Jose Resendiz commented,
A high-profile client of ours is asking for this data.
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Jose Resendiz commented,
I like Zendesk, but for call centers, the Service Level % is a mainstay. There should be a report where you... Choose the phone line you want measured Enter the service level threshold (i.e. 20 se...
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Jose Resendiz commented,
Same here! We use a database system that we need to copy the email address from Zendesk User to then paste in our our database system to locate their account.
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Jose Resendiz commented,
Yes, we need it!
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Jose Resendiz commented,
Is there a size limitation to a file, particularly a wait greeting that may include music and wait messages for up to 10 min which is our max answer wait time before it goes to voicemail?