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LaReine Pia

Joined Oct 16, 2021

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Last activity Dec 27, 2023

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ACTIVITY OVERVIEW

Latest activity by LaReine Pia

LaReine Pia commented,

Community comment Q&A - Users, groups, and organizations

I figured it out!!!! Thank you :)

View comment · Posted Jul 19, 2021 · LaReine Pia

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LaReine Pia commented,

Community comment Q&A - Users, groups, and organizations

Thank you for your response! Here is what it shows below. I have others set to our Production Staff that are able to make comments. 

 

View comment · Posted Jul 19, 2021 · LaReine Pia

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LaReine Pia created a post,

Post Q&A - Users, groups, and organizations

I have an agent that is not able to make public comments. I am able to assign tickets directly to her, she is able to make internal notes but does not have the option to make a public comment. Her user type is 'Staff Member', and she is set up like my other agents but she is the only one unable to make public comments. 

Posted Jul 19, 2021 · LaReine Pia

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LaReine Pia commented,

CommentCall routing, greetings, IVR, and recordings

Hello! I am wanting to have one specific agent answer calls. If after x amount of rings, we want it to go to a second person. Is this possible to do for each new call? We do not want to do the round-robin feature, instead of starting the cycle again for each new call: Agent One (no answer), ring to Agent 2, and then if no answer the call would then go to voicemail. And if a new call comes in, we want it to start again at agent 1. Please let me know if this is possible to do!

View comment · Posted Jun 23, 2021 · LaReine Pia

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LaReine Pia commented,

CommentCustomizing reports

Hello! I am trying to get the chart to stack but I am not able to. I included screenshots below. Can you please see if I am setting anything up incorrectly?  I want our type of checks to all show on the same graph instead of the separate sheets. 

 

View comment · Posted Jun 18, 2021 · LaReine Pia

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LaReine Pia commented,

CommentExplore recipes

Hello ZenDesk Team!

I copied the formula provided:

IF ([Changes - Field name] = "Total time spent (sec)") 
THEN
IF ([Changes - Previous value]=NULL OR [Changes - Previous value]="")
THEN NUMBER([Changes - New value])/60
ELIF (REGEXP_MATCH([Changes - New value], "[0-9]+") AND REGEXP_MATCH([Changes - Previous value], "[0-9]+"))
THEN(NUMBER([Changes - New value])-NUMBER([Changes - Previous value]))/60
ENDIF
ENDIF"

But I am not able to get this to work. I keep getting this error message.


I am trying to calculate the average time agents are working specific tickets from New to Closed status with the time tracking app.

View comment · Posted Jun 07, 2021 · LaReine Pia

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