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Chanteena Murphy

Joined Apr 15, 2021

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Last activity Nov 20, 2024

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ACTIVITY OVERVIEW

Latest activity by Chanteena Murphy

Chanteena Murphy commented,

CommentWorking with deals

Is there any option for multiple prices to be entered under the same currency?  Also, is there any way to bulk import products and pricing?

For example - We have one product which is sold to two different customers.  Customer A is at price level 1 and customer B is at price level 2, but both are in USD. 

View comment · Posted Nov 20, 2024 · Chanteena Murphy

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Chanteena Murphy commented,

Community comment Feedback - Voice (Talk)

This definitely needs to be a feature.  It would be very useful to see if there are customer issues or talk avoidance with agents!

View comment · Posted Jun 27, 2024 · Chanteena Murphy

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Chanteena Murphy commented,

CommentManaging your email

This is a feature that would be incredibly helpful, however, I would like to see the ability to archive by Brand, meaning, entering an email address for archiving in the brand page.  This should allow the ability to filter out groups/confidential emails a bit easier than setting up triggers and rules either in an email inbox or Zendesk.  

Example - Finance Team and Customer Service team could have their own "Branded" tickets with their own group inbox for archiving without violating any confidential information of the ticket/issue in question. 

View comment · Posted Apr 15, 2021 · Chanteena Murphy

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Chanteena Murphy commented,

CommentUsing Built by Zendesk apps

Hi Nicole! 

We are trying to use a view that shows which tickets come in with attachments.  These are handled as a different priority group compared to other tickets and we would like to be able to see these before having to open each individual ticket. 

I have the view set up so that the tagged tickets show there, but it still requires a manual sorting/update process before it moves into this view. 

View comment · Posted Feb 12, 2021 · Chanteena Murphy

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Chanteena Murphy commented,

CommentHow to solve unexpected issues with reports

I am constantly getting this error while trying to select "Updater Name" filters.  I have already added an extra filter to narrow down "Updater Role" to Agent and Admin (or excluding null and end user) before attempting to load the "Updater Name" filters. 

 

View comment · Posted Feb 11, 2021 · Chanteena Murphy

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Chanteena Murphy commented,

Community comment Feedback - Reporting and analytics (Explore)

Agreed!  The PDF resolution quality is horrible!  I really want to see this improved ASAP.  Even taking a snip from the live dashboard turns out with low resolution.  It almost seems like the whole explore page (for reports and dashboards) is low resolution to begin with and this needs to be cleaned up! 

Additionally, if I have a tab on an explore dashboard that is just a text box (which I use to outline action steps for other people/departments) the export just has a blank green page with NO text on it whatsoever!  This is a huge issue and needs to be corrected. 

View comment · Posted Jan 28, 2021 · Chanteena Murphy

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Chanteena Murphy commented,

CommentUsing Built by Zendesk apps

Does the function of adding tags operate on ticket creation or just update?  I am looking for a way to recognize new tickets with attachments before the ticket gets opened by an agent (using the tags that are applied by this attachment manager), but it seems the tags do not get applied until the ticket is opened by an agent and then submitted. 

View comment · Posted Jan 26, 2021 · Chanteena Murphy

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Chanteena Murphy commented,

CommentBuilding reports

Can you please define what is counted as a "Touch" in the following metrics?  I have reviewed our metrics and based on the initial percentages, it appears this only counts public agent replies. 

  • One-touch tickets: Tickets that were solved with only one agent reply.
  • Two-touch tickets: Tickets that were solved with two agent replies.
  • Multi-touch tickets: Tickets that were solved with more than two agent replies.

View comment · Posted Jan 26, 2021 · Chanteena Murphy

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Chanteena Murphy commented,

Community comment Feedback - Voice (Talk)

Agreed!  I want to be able to report on available time and away time via Explore! It is common practice in contact centers to be able to monitor status/time allocation on a daily basis and not having this ability is detrimental to the level of accountability! 

Additionally, I want to be able to have a Lunch/Break status in talk/chat as planned/allocated time in the day and only use "Away" as unallocated/unplanned time out of the system. 

View comment · Posted Dec 22, 2020 · Chanteena Murphy

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Chanteena Murphy commented,

Community comment Feedback - Reporting and analytics (Explore)

Agreed!  I want to be able to report on available time and away time via Explore! 

Additionally, I want to be able to have a Lunch/Break status in talk/chat as planned/allocated time in the day and only use "Away" as unallocated/unplanned time out of the system. 

View comment · Posted Dec 22, 2020 · Chanteena Murphy

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