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Hannah Voice

Joined Apr 15, 2021

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Last activity Mar 14, 2023

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ACTIVITY OVERVIEW

Latest activity by Hannah Voice

Hannah Voice commented,

Community comment Feedback - Reporting and analytics (Explore)
Hi Mike Jenkins 👋
 
Such a great topic! We’ve had all these same conversations too, and I don’t think there is one perfect way to measure productivity but I’ll share what we’ve landed on for now.
 
We don’t tend to look at tickets solved per agent because in some cases, an agent will just jump in to wrap up the conversation while another teammate is offline. This solve then gets attributed to them in Explore, when the reality is that the other teammate did most of the legwork. We look at:
  • Replies sent (“Public comments” in Explore)
  • Tickets replied to (“Tickets updated w/ public comment” in Explore)
Similar to what you mentioned, we have a wide variety of questions and topics, and some tickets can be answered in a minute or two, while others can take much longer. Because of this, we tend to look at these metrics per week rather than per day or per hour. Most of our agents handle a variety of tickets in the week, i.e. it would be unusual for one agent to work on only complex tickets, while another works on only simple ones. So it tends to balance things out across the week.
 
We have what we call “ticket commitments”, where there is a minimum number of replies sent per week that each agent should meet. This is not intended to be the number they’re aiming for (we have an individualised more ambitious goal for that), but simply the minimum. However, again similar to what you mentioned, we have some teammates who work on out-of-inbox initiatives. To account for this, we introduced a “modifier” system whereby a teammate might have for example a 25% modifier, which reduces their weekly minimum expectation. The idea is that if agents are hitting (and ideally exceeding) their minimum each week, then it’s a good indication that they’re on track.
 
We also use the time tracking app and look at average update handle time for each agent. However, we do keep in mind that faster support isn’t always better support. It might be that an agent with the fastest handle times has the lowest CSAT score. So we use this as more of a data point than a singular way to track overall productivity.
 
We did also consider looking at response times per agent but found that this doesn’t work well in Explore. Response times and resolution times are tied to tickets, not assignees. The first reply time would report correctly for an agent, only if that ticket is still assigned to them when we run the report. If another agent solves the ticket, it would then report the first reply time for that secondary agent, because the time is tied to the ticket rather than the assignee. The same goes for requester wait time and full resolution time.
 
Would really love to hear from others on this topic too!

View comment · Posted Mar 14, 2023 · Hannah Voice

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Hannah Voice commented,

CommentFormatting and customizing your email

Hi there,

I've been testing simplified email threading in our sandbox and hoping you can help me understand a couple of things. I've updated the trigger that sends the notification I'm testing, as well as the follower template and the account-level email templates.

I sent an email from Gmail to our Zendesk sandbox, and then sent a few messages back and forth.

Gmail

Why does each reply from Zendesk include the start of previous message history within the reply? It has the 3 ellipsis right underneath but in the highlighted sections in the screenshot below, for example, I think "Second message from the customer" should be hidden under those ellipsis. Is this related to the quoted_content placeholder?

Zendesk

Why do the customer replies in the Zendesk interface include the previous messages? This would be really confusing/cumbersome for agents.

Thanks,

Hannah

View comment · Posted Jan 17, 2023 · Hannah Voice

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Hannah Voice commented,

Community comment Feedback - Reporting and analytics (Explore)

Would also love to know if there is a solution for this one! 🤞

View comment · Posted Jun 23, 2022 · Hannah Voice

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Hannah Voice commented,

CommentUsing legacy AI agent functionality

Is it not possible for users to enter free text in order to search for Help Center articles (instead of us having to configure the specific articles that we want to show)? Thanks!

View comment · Posted May 12, 2022 · Hannah Voice

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Hannah Voice commented,

CommentSetting up Zendesk Chat

Do operating hours also apply to Zendesk Messaging or is it just Live Chat? If they do apply to Zendesk Messaging, how do they then work with Social Messaging? For example, if we had operating hours of 9am-5pm everyday, we couldn't stop a user sending a Facebook message outside of those hours. If agents were marked as Invisible (per the operating hours), what would happen to that Facebook message?

Additionally, I understand Departments aren't relevant for Zendesk Messaging but how could we set multiple operating hours schedules in that case, or could we only set it at the account level where ALL agents are shown as Online?

Thanks!

View comment · Edited Jan 25, 2022 · Hannah Voice

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Hannah Voice commented,

Community comment Feedback - Reporting and analytics (Explore)

Had the same issue a few months ago, even after confirming with Customer Support that this wouldn't happen. 😓

View comment · Posted Sep 30, 2021 · Hannah Voice

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Hannah Voice commented,

CommentAdditional ticket channels

Thanks @.... Could you point me to the best resource that outlines the differences between chat and messaging? I've read through these:

But if I'm understanding correctly, messaging replaces chat? If we have messaging enabled and a customer starts a chat, is that actually a message... or is it a chat? You can probably tell I'm a bit confused 😉 

View comment · Posted Aug 12, 2021 · Hannah Voice

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Hannah Voice commented,

CommentAdditional ticket channels

Hi there. This article says "If enabled, agents and visitors can send and receive attachments via Chat." but this article says "Customers cannot currently attach files to messaging conversations." Could you please confirm? Thank you!

View comment · Posted Aug 10, 2021 · Hannah Voice

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Hannah Voice created a post,

Post Feedback - Ticketing system (Support)

TL;DR We would like for our replies from Zendesk to be a reply on the tweet we're actually responding to as opposed to the original tweet.

This Zendesk article mentions:

If the ticket was created from a tweet mentioning your Twitter account name (for example @Zendesk), then your reply from within Zendesk will be a reply tweet, threaded to the senders original mention.

We would really like for our replies from Zendesk to be a reply on the tweet we're actually responding to, rather than the senders original mention. We often have conversations on Twitter that go back and forth multiple times, and our responses then end up appearing completely out of order on Twitter. It makes it virtually impossible for somebody to follow along in Twitter itself.

This Community post is along similar lines, but there wasn't a conclusion. For clarity, we are referring to public tweets rather than DMs.

I believe this is a Zendesk limitation rather than a Twitter API limitation, as we haven't had this issue with other platforms we've used to respond to tweets.

Posted Mar 02, 2021 · Hannah Voice

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