Ray Van Voorhis
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Last activity
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Activity overview
Latest activity by Ray Van Voorhis-
Ray Van Voorhis commented,
Amazingly helpful. Thank you Walter!
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Ray Van Voorhis commented,
Is schedule-sending reports to an email target on the roadmap for this beta? Loving it so far!
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Ray Van Voorhis commented,
This is incredibly helpful insight. Thank you so much CJ.
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Ray Van Voorhis commented,
I think I may have found a way to do this, but it's a cumbersome dataset and not the most streamlined. I'm already getting data-limit warnings and as the team grows it's only going to get worse.
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Ray Van Voorhis created a post,
Explore: Number of tickets with a public update per day for entire team (Engagements)
AnsweredIn the chat dataset, there's a great metric of 'engagements' which essentially shows the number of customers an agent spoke to (on chat) in a day. We feel this is a fairer metric overall than ticke...
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Ray Van Voorhis commented,
Updating this thread, I realize that there's a setting within Zendesk to not have the chat appended as a private comment, but changing that setting would have a host of other implications I'd prefe...
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Ray Van Voorhis commented,
Plus one to this request. Would be amazing to have a default way to measure 'first reply time' after group station has been changed (duration from group change to first agent public response). I'm ...
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Ray Van Voorhis commented,
Thanks Ollie! If 'messaging' is turned on that page (sounds & notifications) no longer has the option to disable these notifications (though I did include the wrong screenshot). Zendesk support wa...
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Ray Van Voorhis commented,
With the changes to the Chat module our agents no longer have the option to even disable this setting! Please tell me there's somewhere else we can prevent our new team members from getting bombard...
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Ray Van Voorhis commented,
Thanks Prakruti. We do indeed have individuals agents handling both email and chat. But even if we want to look at our collective team metrics for first reply time, using the Support database in E...