Tobias Hermanns
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Total activity122
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Last activity
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Activity overview
Latest activity by Tobias Hermanns-
Tobias Hermanns created a post,
Explore - How to exclude lunch break time from reporting i.e. 12:30pm-1:pm?
AnsweredHi! 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 excl...
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Tobias Hermanns commented,
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...
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Tobias Hermanns commented,
Hi, any news on that topic?
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Tobias Hermanns commented,
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 th...
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Tobias Hermanns created a post,
Remove "NULL" values from Dashboard Filter
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:
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Tobias Hermanns commented,
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 t...
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Tobias Hermanns commented,
Hi Brett, we also have this issue Back now
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Tobias Hermanns commented,
@Zendesk Any plan to enhance SLA "ON-HOLD" to Stop Next Reply Time?
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Tobias Hermanns commented,
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 con...
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Tobias Hermanns commented,
Also wish yellow color, as Warning for SLA!