Jay McCormack
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Total activity31
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Last activity
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Activity overview
Latest activity by Jay McCormack-
Jay McCormack commented,
I utilized this Standard Calculated Metric a while ago to help me identify tickets moving from group to group. I now have a need for it to try to find some other information. It seems that the form...
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Jay McCormack created a post,
Calculating Business Days
AnsweredHi, Does anybody know how to calculate business days between a tickets "Created date" and "Resolution Date"? I need to report on this. I see "full resolution - business hours" but nothing to do wit...
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Jay McCormack created a post,
Notifying inbound callers about a known issue
AnsweredWe want to be able to notify our customers when there's an ongoing issue. For instance, something may happen that is not allowing our customers to log in to our service. I'm thinking there's got to...
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Jay McCormack commented,
Hi Karen, I see that you're asking for more feedback and that's great to hear as sometimes I think our community feels that Zendesk just isn't taking our real world experience into consideration. ...
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Jay McCormack commented,
I admittedly have not read closely each of the above comments but we have the need to edit the login pane as well to remove the sign up option and here's our scenario: We want to "lock down" our kn...
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Jay McCormack created a post,
Ticket Forms and Talk
AnsweredWe have 2 brands, and each brand has their own form. Both brands use Talk and each brand has their own phone number. One of the two brands is not yet live so I am trying to get the following questi...
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Jay McCormack commented,
+1 for this...We would love this as well. I hate to keep saying this, but "our old system" had the ability for the agents to set up their own office hours. Although our GROUP offices hours are 8:00...
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Jay McCormack commented,
Thanks for the response Katie. I appreciate your efforts but the above statistic is not going to help me out. Yes, it is vital that session based data be available in Explore. This information is f...
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Jay McCormack created a post,
Reporting on Availability Time in Chat
PlannedIs there a way to report on how many minutes during the day an agent or all agents were available to serve a chat? I need to be able to say "On Monday there was an agent available for a total of X ...