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Whitney Votaw
Joined Apr 15, 2021
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Last activity Dec 12, 2023
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Latest activity by Whitney Votaw
Whitney Votaw commented,
Thank you Zendesk team for giving this thread the time and attention it's been lacking for so long. I'm really happy to see ANY helpful attention on this. THANK YOU.
Shawna James or Volkan Akdugan Are either of you able to provide more details regarding what specific metrics will be available or plan to be available with this rollout? Or even better, provide us a 'field' list?
For example: Daily Time {Status}, Status Changed From/To, Time Changed, Changed by {user}, etc. I think I read we can not, but just for the sake of clarity, can we break the metrics down by product (Talk, Support, etc.)?
Leadership Use Case: Lets say I'd like to see how long a specific agent is 'Available' on Talk each day... Seems like a reasonable question to have. Is that something that will be easy to report on?
I'm sure all of us would greatly appreciate knowing whats to come! As many have mentioned, much of these metrics are pretty standard reporting and management needs for any organization leveraging ticketing and phone solutions.
View comment · Posted Dec 12, 2023 · Whitney Votaw
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Whitney Votaw commented,
Karen Hynes
Thanks for the update!
While telling us it's a priority is great and I'm certain you're being truthful with what you're told by the Zendesk Development team, I think we're all looking for something more concrete and specific (or at the very least, that you'll update us more frequently along the way and respond to our questions). We're looking for Zendesk accountability. While the lack of these reporting metrics are a certainly a tremendous void for us, our growing frustration is beginning to come equally from the lack of follow up from the Zendesk Team in regards to it's release. We need the feature, but if you can't commit on the feature, can you at least commit to a set communication schedule on this post (such as once weekly/bi-weekly) regarding it's detailed status?
Something along the lines of "We're aiming for release by February15th, but I will update you once weekly with the status!" Providing us a status (such as 'on track', 'at risk' and/or 'expected to be pushed' (and providing us with a new target date) would be hugely appreciated by everyone and at least allow us to plan, prepare and take this info to those who we may report to (as MineralTree | Support mentioned).
View comment · Posted Jan 20, 2023 · Whitney Votaw
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Whitney Votaw commented,
MineralTree | Support
I submitted a ticket to their support team with a high priority. I feel bad doing that, as I personally dislike when our clients inflate an issue just to get more attention/jump the line, but I agree that the majority of us are pretty frustrated that there hasn't even been a check-in to tell us its getting pushed.... again.
- UPDATE (12/28): Their Support team basically said, "Ill check in with the Talk team about getting you an update" but when pressed on when I should expect to receive that, they said "There is not a typical ETA on this type of question, even outside the holiday." So while I'm sure the agent assisting me is nice and doing what they can, I have no hope.
- UPDATE (1/4): Reached out to their Support Team again on my ticket. Response was "No updated from the Talk team but I'll follow up with them on Friday. They said they'd try to give me an update within a week."
We also are prepared to switch vendors, as the absence of these key management data points make it difficult for us to justify continued cost; when other vendors, in similar price ranges, have these basic reporting and management features out of the box.
For a company who sells their products based on the claim that they make providing quality and effective customer service a breeze, they sure don't lead by example and are further proving that's not enitrely true...
View comment · Edited Jan 04, 2023 · Whitney Votaw
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Whitney Votaw commented,
Karen Hynes I appreciate that you update us every so often and at least are reading through our comments. I'm not sure if it's you who has the ability to effectively prioritize this for the Zendesk Development team, but I do hope that you can at least share our continued and growing concern for the lack of this basic feature with them, in hopes it generates quicker movement or at least more transparent, detailed and concrete communications to us.
To add to this thread... having access to this historical data is proving to be more and more problematic as time goes on. It's difficult to run effective customer service teams if we can't monitor who is servicing our customers. We purchased Talk with the expectation it would improve the customer experience by streamlining agent workflow (including their call availability). While their workflow has been improved with some features, it's hard to justify the continued cost of this product if we can't report on these basic metrics.
Do you have any advice on what we (as Zendesk customers) can do to expedite this or at least get a concrete answer on when (specific date) these metrics will be available to us?
View comment · Posted Oct 25, 2022 · Whitney Votaw
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Whitney Votaw commented,
Agree with Jon Simone . Any details you can provide about progress or even a more specific release date would be much appreciated.
- Are there any concerns it will get pushed again?
- When this data becomes available, will it be retroactive? For example, if officially released the beginning of October, will we be able to report on data prior to October or just from October and on?
This is baseline information for any management or staffing personnel to know. We need concrete numbers in order to properly review individual team-member productivity over time, especially to ensure we provide a fair work environment and equal work distribution. Our team has transitioned to an optional (based on performance) remote work/WFH (since COVID) and not having this information available to report on has become a rather cumbersome, yet even more critical, piece of data to monitor. We need to be able to verify if specific team members are just as productive at home as they are in office.
We appreciate anything else you can give us! :)
View comment · Posted Aug 24, 2022 · Whitney Votaw
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Whitney Votaw commented,
Plus one! This is huge to see how quickly (or not) escalation teams are taking action.
View comment · Posted Mar 28, 2022 · Whitney Votaw
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Whitney Votaw commented,
+1
Agree! There are many feature requests I've seen that Zendesk comments on saying it's "planned" or "on our roadmap", but some of those have said that for years and still are not implemented (and we don't really have any way to know if they ever really will be). A feature like this would be really beneficial for our team (and I'm sure others!).
We also work in software, so certainly are sensitive to and understand Zendesk not wanting to over-commit or set specific dates. But too much generality tends to create equal amounts of end-user frustration as over-commitment and under-delivering.
Good software management should allow for honest responses to feature requests (literally... tell us 'no', we'd rather know and adjust) and reasonable estimated release dates for anything truly 'Planned'. Passive half-commitments and lack of time-frames on these feels disrespectful to us as customers. A predicted quarter (or really even a year.... we're desperate here!) is something to look forward to and allows us to plan and figure out alternate solutions while we wait.
View comment · Posted Dec 09, 2021 · Whitney Votaw
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Whitney Votaw commented,
What specific Talk statuses contribute to the Agents Online dashboard metric?
Is it only 'Online'? or is it a mixture of 'Online', 'On-Call', 'Transfers Only' (any others?)?
View comment · Posted Dec 08, 2021 · Whitney Votaw
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Whitney Votaw commented,
We work in healthcare, so often times callers are calling from one main organization number, not necessarily a direct line. In other words, several callers may call from the same number.
Are there any solutions or suggestions to avoid this confusion? Such as 'Organization'-level numbers? OR perhaps the ability to add the same number to multiple end-users (in which Zendesk would automatically merge the Organization name instead of one callers name when that number calls in)?
View comment · Posted Nov 08, 2021 · Whitney Votaw
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Whitney Votaw commented,
We work in healthcare and have larger organizations who want only a select group of users to be able to add comments to any tickets within their org.
To elaborate, most end-users should only be able to see their own tickets, but some end-users should have the ability to see all organization tickets and add comments.
Is this possible?
View comment · Posted Oct 26, 2021 · Whitney Votaw
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