Erin O'Callaghan
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Total activity508
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Last activity
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Member since
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Followed by8 users
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Activity overview
Latest activity by Erin O'Callaghan-
Erin O'Callaghan commented,
We've added a new recipe that shows you how many tickets have been reopened by end users: Reporting on the number of reopened tickets by end users
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Erin O'Callaghan created an article,
Setting default chart colors and export settings
In Explore, admins can set default chart colors and export settings that apply across the entire account. This helps you maintain consistency across the charts and exports ...
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Erin O'Callaghan commented,
We've added another new recipe that shows you how to manually set a trend line to show goals with an increasing value over a period of time: Creating a stepped trend line
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Erin O'Callaghan commented,
We've added a new recipe that helps you determine whether an agent’s maximum capacity is set appropriately as part of omnichannel routing: Reporting on maximum capacities with omnichannel routing
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Erin O'Callaghan created an article,
Explore recipe: Reporting on maximum capacities with omnichannel routing
This recipe uses the Agent capacity dataset, which is currently in an early access program (EAP). You can sign up for the EAP here. In this recipe, you’ll learn how to use Explore to determine wh...
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Erin O'Callaghan commented,
Hi Sean Morrissey, sorry about that! The link should work now.
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Erin O'Callaghan commented,
We've added a new recipe for reporting on the length of recorded calls in Talk: Reporting on length of recorded calls by year and month
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Erin O'Callaghan commented,
We've added a new recipe for reporting on IVR keypresses: Reporting on IVR keypresses based on ticket tags
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Erin O'Callaghan commented,
Hi Amie Brennan, thanks for calling this out! I've updated the article with the six intelligent triage prediction-related attributes: Intent, Intent confidence, Language, Language confidence, Senti...
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Erin O'Callaghan commented,
We've added a new Explore recipe for Enterprise customers: Creating a dashboard to report on live agent status