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Hutton, Spencer

Joined Apr 15, 2021

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Last activity Mar 12, 2024

I'm a Help Desk Manager. We have a team of 10 agents and use Zendesk to manage support tickets for all of our internal Team Members as well as hardware ordering and computer setups. I'm a data nerd and an amateur developer so I am very interested in gathering data from Zendesk in products like Explore and Power BI as well as building small desktop apps to work with tickets.

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ACTIVITY OVERVIEW

Latest activity by Hutton, Spencer

Hutton, Spencer commented,

CommentExplore recipes

I wanted to know the avg number of hours each agent was available each day so I made a new metric dividing this custom metric by the number of days the agent was available.

SUM(Agent time in state in Hours) / DCOUNT_VALUES([State start time - Date])

View comment · Posted Feb 19, 2024 · Hutton, Spencer

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Hutton, Spencer commented,

Community comment Discussion - Tips and best practices from the community

Very cool solution.  Is the email signature of the requester counted in the 25 characters?  My gut says yes.

View comment · Posted Nov 27, 2023 · Hutton, Spencer

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Hutton, Spencer commented,

Community commentAnnouncements

I am interested 😍

View comment · Posted Nov 14, 2023 · Hutton, Spencer

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Hutton, Spencer commented,

Community comment Q&A - Talk and text

Hi Jupete Manitas.  The report was created from the Talk dataset.  So it is using Talk data, not ticket data.  The tickets are gone, but the Talk data still remains.  So we have a record of these 25 abandoned calls and that's what I am trying to get rid of.  I already had a support ticket on this a few weeks ago and was told to delete the tickets (which I did).  Perhaps the request was misunderstood.  Its the Talk data I am trying to delete.

View comment · Posted May 15, 2023 · Hutton, Spencer

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Hutton, Spencer commented,

Community comment Q&A - Talk and text

Yeah, I deleted, then permanently deleted the tickets that same day.  I still show 25 abandoned calls from one day from when this one customer mistakenly butt-dialed us over and over.  It's been about a little over a month.

View comment · Edited May 12, 2023 · Hutton, Spencer

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Hutton, Spencer created a post,

Post Q&A - Talk and text

Is it possible to delete talk data.  I had a customer inadvertently call in 25 times during our team meeting when all agents were unavailable.  How this happens, I have no idea.  We received 25 calls abandoned in voicemail. 

The resulting tickets were deleted (and permanently deleted), but the talk data still remains and affects our call acceptance metric.  I calculate Accepted % as Accepted Calls / Total Inbound Calls.  Since these calls were not accepted, we take a hit on the metric.  

Is there any way to delete this data?  We get some spam calls as well and it would be nice to clean that up.

Posted Apr 17, 2023 · Hutton, Spencer

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Hutton, Spencer commented,

Community comment Q&A - Workforce management

Thanks for the replies!  The change would definitely be communicated.  My involvement would be more for consistency.  We have a small team.  Realizing now that in the time I have researched, I could have just sat down with each agent and made the change with them.

View comment · Posted Apr 17, 2023 · Hutton, Spencer

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Hutton, Spencer commented,

Community comment Q&A - Workforce management

Hi, and thanks for the reply.  I may not have been clear in my initial comment, I will revise.  I am looking to make changes to personal views which my agents have created themselves.

View comment · Posted Apr 14, 2023 · Hutton, Spencer

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Hutton, Spencer created a post,

Post Q&A - Workforce management

As an admin, I want to make a change to views that my agents created themselves for personal use.  Is this possible?  Even through the API, if I try to call the Show View endpoint, I get a Record Not Found response.

Edited Apr 14, 2023 · Hutton, Spencer

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Hutton, Spencer commented,

CommentTicket customization

I created a custom status as a test.  Is it possible to delete it?  It has not been used, and was immediately deactivated.

View comment · Posted Feb 03, 2023 · Hutton, Spencer

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