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Tobias Hermanns

Joined Apr 15, 2021

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Last activity Nov 01, 2021

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Latest activity by Tobias Hermanns

Tobias Hermanns created a post,

Post Q&A - Reporting and analytics

Hi!

I hope someone can help me.

I want to build a custom metric / filter in Explore, to exclude in Talk Dataset all calls between 12:30pm to 1pm.

I can use Leg -Hour but when select 12 it will exclude 12pm to 1pm.

Can someone make me a formular how to get this sorted?

I tried this one:

IF DATE_FORMAT([Leg - Timestamp],"HH:MM") >= "12:30"
AND DATE_FORMAT([Leg - Timestamp],"HH:MM") < "13:00"
THEN "Exclude"
ELSE "Include"
ENDIF

It´s partially working if time is 12:00 to 13:00, but if I use "12:30" the minute value is ignore / not working.

Thanks so much.

Tobias

Posted Apr 07, 2021 · Tobias Hermanns

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Tobias Hermanns commented,

Community comment Feedback - Ticketing system (Support)

Hi,

we also report this issue few days ago to Zendesk Support and it looks fixed now.

Can someone here confirm it?

We also changed another thing in Agent Workspace, so I want to make sure it´s fixed and not due to other feature enable fix.

Thanks for your help!

Btw.

We also found another Workaround, that clicking Zendesk "Messaging" Top Bar icon, can recover it to.

Tobias

View comment · Posted Mar 23, 2021 · Tobias Hermanns

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Tobias Hermanns commented,

Community comment Feedback - Ticketing system (Support)

Hi,

 

any news on that topic?

View comment · Posted Dec 02, 2020 · Tobias Hermanns

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Tobias Hermanns commented,

Community comment Q&A - Tickets and email

Hi,

 

finally today Zendesk develop a fix for that.

 

I hope it will not repeat again.

 

You can easy monitor if you change the Status i.e. from Open to Pending or On-Hold or Solved, then before the big "Submit as" button change to "Pending" or "On-Hold" or "Solved" even if it fails the update because of for example a trigger.

Now it will revert the button back to "Submit as Open" so you need to go by dropdown menu and select the right action to execute.

 

Thanks.

 

/Tobias

View comment · Posted Feb 06, 2020 · Tobias Hermanns

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Tobias Hermanns created a post,

Post Feedback - Reporting and analytics (Explore)

Hi,

 

it´s right now impossible to get just a Agent list, the "ALL" can be remove but the "NULL" is always exist.

Teamleader only want to see Agent Names, not NULL without any content:

 

Posted Feb 04, 2020 · Tobias Hermanns

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Tobias Hermanns commented,

Community comment Q&A - Tickets and email

For your reference, customer Support answer:

 

"Thank you for taking the time to raise this with us. While we are aware of the problem and our Development team are already working hard to resolve this, your report really helps us understand the scope of the problem. I will go ahead and mark this ticket as an incident related to the original problem so that you will receive an update once the issue is resolved."

View comment · Posted Jan 17, 2020 · Tobias Hermanns

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Tobias Hermanns commented,

Community comment Q&A - Tickets and email

Hi Brett,

we also have this issue Back now

View comment · Posted Jan 14, 2020 · Tobias Hermanns

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Tobias Hermanns commented,

Community comment Feedback - Ticketing system (Support)

@Zendesk

 

Any plan to enhance SLA "ON-HOLD" to Stop Next Reply Time?

View comment · Posted May 02, 2019 · Tobias Hermanns

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Tobias Hermanns commented,

Community comment Feedback - Ticketing system (Support)

Hi Tim,

 

if you doing it like that, it will re-calculate SLA after back from On-Hold and not helpful.

 

Simple example:

SLA Set 1 = Next Reply Time

SLA Set 2 = No Next Reply Time

Based on your condition, you remove "Next Reply Time" for On-Hold Status, and SLA goal will gone from ticket (visibility) but for Reporting / Agent, after Ticket changed from On-Hold i.e. to Open and "Next Reply SLA" is back, the goal breach directly due to timing is re-calculating and also checking the other SLA Set On-Hold Time.

 

So from my point of view or for my things not helpful.

/Tobias

View comment · Posted Apr 02, 2019 · Tobias Hermanns

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Tobias Hermanns commented,

Community comment Feedback - Ticketing system (Support)

Also wish yellow color, as Warning for SLA!

View comment · Posted Mar 18, 2019 · Tobias Hermanns

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