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Nabil Kachour's Avatar

Nabil Kachour

Joined Oct 16, 2021

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Last activity Aug 19, 2024

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ACTIVITY OVERVIEW

Latest activity by Nabil Kachour

Nabil Kachour created a post,

PostZendesk EAP: WFM Public API

Hi Tymeshift / Zendesk Product Team,

I am reaching out to explore the possibility of using Tymeshift's API calls to track agent activity. We need to report on the numbers of hours our employees are doing in Workday. Currently, we use a specific report format to monitor our agents' activities, and we would like to see if we can replicate this format using your API features.

We understand that there may be limitations, but we believe this integration could significantly improve our reporting and efficiency. Could you please provide guidance on how we can achieve this? Any insights or suggestions would be greatly appreciated.

Thank you for your time and assistance.

Best regards, Nabil

Posted Aug 06, 2024 · Nabil Kachour

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Nabil Kachour created a post,

Post Feedback - Voice (Talk)

We are pulling informations about our users from our data warehouse to Zendesk - one being their CLV / segment.

I would like to restrict a phone line exclusively to phone numbers linked to users flagged with a specific segment.

That means that anyone using phone masking, a phone number not in our database (so not a client), or a phone number associated to this specific segment will be deflected with a voice message informing that they need to use the phone number associated to their account and that the line is a service offered to our most loyal users only. 

Is this possible?

Posted Sep 20, 2023 · Nabil Kachour

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Nabil Kachour commented,

CommentGetting started with Guide

We went from 6:1 to 1.5:1 because you guys changed the way the self-service score is calculated - could you give me (in the nutshell) the difference (& benefits) between the 'old' and the 'new' calculation? Thanks.

View comment · Posted Jul 13, 2021 · Nabil Kachour

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Nabil Kachour commented,

CommentMeasuring success

Any idea how we could define a 'healthy' backlog? I'm looking for setting up target around backlog levels. 

View comment · Posted Jul 01, 2021 · Nabil Kachour

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