Sarah Wasvick
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Last activity
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Activity overview
Latest activity by Sarah Wasvick-
Sarah Wasvick commented,
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, th...
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Sarah Wasvick commented,
Thanks! We will definitely look into that for our US office. I appreciate your help!
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Sarah Wasvick commented,
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...
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Sarah Wasvick created a post,
Tracking agents daily activity
AnsweredHello! 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 se...