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Al Hopper

Joined Apr 15, 2021

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Last activity Oct 22, 2021

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ACTIVITY OVERVIEW

Latest activity by Al Hopper

Al Hopper commented,

Community comment Feedback - Ticketing system (Support)

Thanks Graeme. We limited the ability to create new ones to certain profile levels so that should help a little, as did using macros to set/add tags for the agents.

Let's get a delete function going! ;)

View comment · Posted Oct 29, 2019 · Al Hopper

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Al Hopper commented,

Community comment Feedback - Ticketing system (Support)

I just started looking at our tags (new role) and found we have 600+ with the vast majority of them being typo-type tags or personal tags that shouldn't have been created but are now being brought forward. As an example I have many that were used 1x in the last 30 days by 1 agent because they created a macro we didn't know about. Anytime I want to share a tag report for a period I spend more time filtering out those virtually unused tags than nearly any other part of the report generating process. 

Another example is when using tags to track a sale or event. I'm currently QC'ing the tags daily just to make sure I can delete the misused tags before the ticket closes and gets stuck in the report.

Being able to delete the older tags in general would be great, but just as important is the ability to delete tags after a ticket has closed.

View comment · Posted Jul 03, 2019 · Al Hopper

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Al Hopper created a post,

Post Feedback - Reporting and analytics (Explore)
  • What is the problem?

Right now we're having to use Google Analytics and other non-ZD software to help us track the number of page views instead of Explore even though the daily email report shows this number. We'd like to be able to have the number in Explore so dashboards are easier to create/manage.

  • Why is it a problem?

Without the date in Explore, we have to cobble the reporting together and makes research a lot more complicated and manual instead of the ease of changing date ranges as we do now on our dashboards. This means more time is needed.

  • How do you solve the problem today?

We have to manually create an Excel sheet with the external data and the Explore data, then run pivot tables on it to try to track trends or correlations between visitors and volumes.

  • How would you ideally solve the problem?

The data appears to be available since it is emailed as part of a daily chat report, making it accessible in Explore on the chat metrics module at least should be doable.

  • How big is the problem (business impact, frequency of impact, who is impacted)

The impact is over time since it requires more cycles of reporting instead of the convenience of plugging into Explore like other reports. Also, this makes staffing projections more challenging as we plan our growth.

Posted Jul 03, 2019 · Al Hopper

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