Jose Gonzales
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Total activity41
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Last activity
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Member since
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Following0 users
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Votes21
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Activity overview
Latest activity by Jose Gonzales-
Jose Gonzales commented,
This would be a welcomed addition to features! Often time it creates a lack of productivity with agents reading through and talking about negative satisfaction and a dip in moral when agents see ne...
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Jose Gonzales commented,
Do we have any new info on this feature being available @productmanagers???
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Jose Gonzales commented,
Hello @ Nicole,Is the enhancement @Jenny previously referred to still on the road-map? Do we know exactly what features it will bring and when it may be released?
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Jose Gonzales commented,
Hello Bradley. I just made a simple metric to display the percentage of calls answered. Click the Reporting icon ( ) in the agent interface, then open the Insights tab. Click the GoodData link in ...
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Jose Gonzales commented,
I did find that this KPI can be created in Insights. I just had to make a custom metric for it in Good Data. The downside is this is in Insights and only refreshes on the hour. It also is not easil...
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Jose Gonzales commented,
Hi everybody!So a work around that a ZenDesk Talk specialist suggested works really well for us.I have created a secondary group for my team leads. This is their default group. When they are funct...
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Jose Gonzales created a post,
Talk Service Level as a Percentage
AnsweredTalk lacks the ability to see a service level at a glance. All other call center software offers this view and many allow customization of the equation that calculates the percentage of service of...
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Jose Gonzales created a post,
Transfer to Offline Agent
CompletedHello,In our customer service center we have team leads that handle escalated calls as well as regular calls through the queue. It would be extremely useful to have the ability to transfer to offl...
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Jose Gonzales commented,
Another issue with ZenDesk talk. We moved away from ZenDesk entirely several years ago because talk simply didn't have enterprise-grade call center capabilities when it came to phone. Coming back t...
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Jose Gonzales commented,
Yes! This is an enhancement that is much needed. It would be great if statuses could be customized and reporting was detailed for schedule adherence purposes. The example that Steve gave was wonder...