
Judy Correia
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Total activity46
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Last activity
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Activity overview
Latest activity by Judy Correia-
Judy Correia commented,
Hi - do the search counts include searches by agents via the Knowledge Capture App? Thx
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Judy Correia created a post,
Reporting Resolved Chats
As part of our ticket deflection metrics we'd like to ID inquiries resolved via Chat. Existing default dashboards in Explore and Chat Admin allow us to see completed chats, however a completed chat...
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Judy Correia commented,
Are chat tags added as ticket tags if we have either the automatic or manual 'Automatic ticket creation feature selected?
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Judy Correia commented,
Regarding the automatic ticket creation feature: 1. Whether this feature is set to automatic or manual is there an impact to metrics reported in the Zendesk Chat dashboard in Explore? 2. What are t...
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Judy Correia commented,
Similar to the original 2 comments on this thread, tickets listed as one-touch tickets have more than 1 internal comment. The one-touch metric doesn't take into account internal comments. It seems ...
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Judy Correia created a post,
Report on published article edits
Is it possible to report published articles edited and re-published? The articles edited metric in the Guide - Team Publishing data set reports all edits to an article, including in-progress articl...
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Judy Correia commented,
Agreed with some of the above comments re: even 1% variance in data accuracy is concerning, inconsistency in results when metric description (i.e. created, solved) is the same. In addition, I have ...
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Judy Correia created a post,
Inaccurate searches with no results
How are 'Searches with no results' defined? In the Zendesk Guide dashboard 'Searches with no results (top 5)' with no results appears to show searches for which there articles. When searching our H...
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Judy Correia created a post,
Dashboards: End-user vs Staff member
Just looking for confirmation on how are end-users vs staff members are defined in the default Zendesk Guide dashboard. Are end-users only unlicensed users (i.e. customers) and staff members any ag...
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Judy Correia commented,
Thanks that worked!