Sarah Wasvick

Hello! I am trying to set SLA's for each group of support agents. Is there a way to get a first reply clock running for our Tier II and Tier III level agents, essentially? So if it escalates up, there is a fresh first response from the time it is new to that tier. 

Thanks so much for your help! 

Thanks! We will definitely look into that for our US office. I appreciate your help!

Hello! So if I am understanding this correctly, if I change the phone number to our main line number (what we would list on our phone bill), then we could work with our service provider on that end to ensure the company name appears? Thanks so much for your help! 

Hello! I am trying to get an hourly breakdown of agent activity per hour of their work day. I tried running tickets by hour, but that is an average per hour for the day. I would like to actually see between 9-5 how each hour was spent, if that makes sense. Is there any way I can do this? Thanks so much in advance!