Scott Pontasch

Hi Brett Bowser! We are seeing this same issue with one of our four support sites; could you include us on the ticket and make sure any updates get sent my way?

Were our team not distributed, we'd use the functionalities outlined here to put our live data up on a monitor in our workspace for our team to see:

Adding Alert Thresholds to Explore Widgets

Since we are not co-located, we're looking for a way to set up alerts to our Slack channel when we have x number of chats or calls in our queue or our FRT has reached a certain value. Is there a way to make the live data from Explore talk to other tools? 

I did some more testing and Chrome's Live Caption feature works pretty well with all in-browser audio (including live calls via Talk) and can be enabled here:

chrome://settings/accessibility

One of our agents has requested the ability to add auto-generated live captions (or transcripts after the fact as a work-around) to Zendesk Talk calls to aid in sensory processing.

I have been able to find some apps like Support Scribe that offer after-the-fact transcriptions for Talk calls, but I am curious whether anyone in the community has found a solution for live captions for calls. 

These captions would be helpful aids in cases where call quality is low, a caller speaks very quietly, or where an agent needs some visual help parsing audio-only information. 

Has anyone found a solution that works for their team? 

We recently completed a metrics audit for our instance and began 2020 by publishing a new series of dashboards for the agents and managers in our Zendesk instance. 

To keep things simple, we created a series of what we called 'master queries', which we applied across multiple tabs in our dashboards, then filtering them to achieve the granularity required on each tab (like creating one 'master' CSAT query, and then filtering it for individual channels (support, chat, voice, etc) in dedicated tabs for these channels). 

The behavior we expected was that this 'master' CSAT query would remain singular, so we could edit one query and the changes would then propagate to our tabs, then being limited according to the filters we established. However, on publication, the tool duplicated this 'master' query and created a new, copied query for each tab:

This unwanted copying turned our attempt to save time and streamline our Explore instance into a confusing mess. Instead of a few, easily editable 'master" queries, we have a messy list of indistinguishable copies.