Jay McCormack
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Total activity44
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Last activity
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Recent activity by Jay McCormack-
Difficulties with reporting on CSAT for tickets for a certain time period i.e. this week, last week, etc.
AnsweredI want to report on CSAT's REPORTED in a given time frame. For instance "show me all the tickets that got a CSAT this week" My problem is that I'm using "solved date" and that's not quite right. F...
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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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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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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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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 ...