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Tan Jee Han
Joined Apr 15, 2021
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Last activity May 18, 2022
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Latest activity by Tan Jee Han
Tan Jee Han commented,
Thanks for the latest update on this. Karen Hynes
May we know what is an EAP update release? From my perspective, we would like to have the option in Talk/Explore to measure the total and average of the agent's availability status in Talk i.e., Available, Offline, Transfers only and Away that can be tracked and reported on a time period basis i.e., weekly/monthly/quarterly/yearly etc. as it's also an added measure of the agents' productivity apart from total incoming calls taken that are measured as a KPI for certain organizations and their respective call-centre teams. We would highly appreciate your kindest consideration for this feature to be implemented soon! Thanks for hearing us out! :)
View comment · Posted May 12, 2022 · Tan Jee Han
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Tan Jee Han commented,
Hi all,
I have an enquiry regarding Zendesk Explore on measuring backlogs. I understand that backlogs refer to unsolved tickets at the end of any given date and can be a useful indication of how your support organization is doing however I would like to query the following:
1. If I set the ticket backlog period as end of the month, will tickets that are created/generated towards the end of the month that were not picked up and resolved in time before end of the month be considered in the backlog too?
If yes, is there a workaround in Explore that we can exclude tickets that are created towards the end of the month or towards any period in time depending on the set duration of backlog to not be counted in the backlog
2. Related to question 1, is there any way in Explore that I can backlog in terms of selected ticket statuses i.e. Open, Pending and On-hold once assigned that remain in those said statuses for a certain period of time to be considered as backlog. If yes, kindly assist on the way as to how do I achieve this and if No, kindly provide if there's an alternative that can fulfill the outcome of the above scenario from Zendesk Explore. So the key here is how do I measure the no. of either Open/On-hold/Pending tickets after assignment that has been in the said statuses for say a fixed period of time e.g., more than 5 working days perhaps. Can you assist on a workaround for this?
View comment · Posted Feb 23, 2022 · Tan Jee Han
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Tan Jee Han commented,
Hi there, may I know if regular agents have access to any form of dashboard UI/UX for them to monitor the following:
1. no. of calls answered
2. no. of calls missed
3. no. of abandoned calls
and any other metrics that an agent can track and monitor from their end?
View comment · Posted Dec 23, 2021 · Tan Jee Han
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Tan Jee Han commented,
Hi there, just to clarify that the detailed metrics under all three below can be obtained under Explore, correct?
View comment · Posted Dec 06, 2021 · Tan Jee Han
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Tan Jee Han commented,
Hi, I would like to enquire is call forwarding to other agents working in the same team allowed as well? Say in my team, there're agents A,B,C and D. Agent A earlier spoke to customer E and the call ended. However customer E called again and say the call got assigned to agent B and customer E wishes to speak to agent A as agent A handled the said customer earlier.
In this case, if agent B would like to forward or transfer the call to agent A what are:
1.) The steps required to do so
2.) Settings that I need to set to allow and enable call forwarding to existing agents
Hope to hear from you soon. Thanks
View comment · Posted Oct 29, 2021 · Tan Jee Han
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Tan Jee Han commented,
Hi @...,
Thank you for the response, if say out of all 100 tickets only 1 ticket was rated bad and the rest of the 99 were not rated, what would the % CSAT be then since there is no good rated ticket?
View comment · Posted Oct 06, 2021 · Tan Jee Han
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Tan Jee Han commented,
+1 I agree, please allow admins the ability to delete ticket satisfaction scores! Or delete the satisfactions scores when tickets are deleted.
View comment · Posted Oct 06, 2021 · Tan Jee Han
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Tan Jee Han commented,
Hi there,
Can anyone help as to how Zendesk calculates their satisfaction rating in a scenario below:
Agent Dave works on 100 tickets assigned to him in the past 3 months and suddenly he receives 1 badly rated ticket and say all 100 tickets were rated as Good and only that one ticket was rated bad. My questions are:
1./ What would be agent Dave's CSAT % with that 1 badly rated ticket?
2./ What is the general formula like in calculating the % CSAT if there badly rated tickets?
Be glad to hear your answers on the above soonest! Thanks!
View comment · Posted Oct 06, 2021 · Tan Jee Han
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Tan Jee Han commented,
Hi there,
Can anyone help as to how Zendesk calculates their satisfaction rating in a scenario below:
Agent Dave works on 100 tickets assigned to him in the past 3 months and suddenly he receives 1 badly rated ticket and say all 100 tickets were rated as Good and only that one ticket was rated bad. My questions are:
1./ What would be agent Dave's CSAT % with that 1 badly rated ticket?
2./ What is the general formula like in calculating the % CSAT if there badly rated tickets?
Be glad to hear your answers on the above soonest! Thanks!
View comment · Posted Oct 06, 2021 · Tan Jee Han
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Tan Jee Han commented,
Hi there,
May I know what is the reason for the chat to be disconnected intermittently during certain times despite when the internet connection is stable and available?
Kindly do advise on the potential root causes for this issue to occur? It is very disrupting to know this happening unexpectedly every now and then as we have to constantly monitor the agent's online status to ensure that this doesn't happen and also to ensure that we do not have missed chats or offline messages sent to us.
Thank you
View comment · Posted Jun 18, 2021 · Tan Jee Han
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