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Myron

Joined Dec 06, 2021

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Last activity Jun 08, 2023

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ACTIVITY OVERVIEW

Latest activity by Myron

Myron commented,

Community comment Feedback - Chat and Messaging (Chat)

How do I apply a schedule to Zendesk Messaging? Is there a slider like for ZD Talk where you can designate days and hours?

 

View comment · Posted Jun 08, 2023 · Myron

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Myron commented,

Community comment Feedback - Voice (Talk)

You have my upvote on Availability, an essential metric in a contact center.

View comment · Posted Nov 04, 2022 · Myron

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Myron commented,

CommentBuilding reports

Did I miss it? I need a reference to agent availability, and actual time in queue, e.g., available for calls in addition to time handling a call. It includes a log of time in, online, and offline. Please advise. Any suggestions?

View comment · Posted Nov 03, 2022 · Myron

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Myron created a post,

Post Feedback - Reporting and analytics (Explore)

Posted Oct 06, 2022 · Myron

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Myron commented,

CommentHow to report on Talk and Text

Ditto on wanting to see an Average Wait Time for business hours, or to the Talk Schedule, re: Objects & Rules, Schedules. Does anyone know a way?

View comment · Posted Aug 23, 2022 · Myron

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Myron commented,

Community comment Feedback - Voice (Talk)

Yes, I use agent availability in conjunction with various call counts, number handled, transferred, declined, outbound; average talk time, after call work, handle time. They are factored into performance tiers, e.g., above average, average, and below average. The same metrics are applied to the department, teams, agents, etc. And yes, availability in minutes and percentage will be much appreciated.

View comment · Posted Apr 27, 2022 · Myron

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Myron commented,

CommentTicket basics

When responding to a Support ticket, how do I respond to a Talk call without losing the email that is in progress?

View comment · Posted Apr 27, 2022 · Myron

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Myron commented,

CommentTicket basics

With ticket redaction, how do you redact the recorded call?

 

View comment · Posted Apr 25, 2022 · Myron

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Myron commented,

CommentSecurity and user access in Zendesk Support

What about redacting credit card numbers from the recordings? Is there a way to automate redaction in a conversation?

View comment · Posted Apr 25, 2022 · Myron

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Myron commented,

CommentTicket management

How can I disable the Suspended ticket folder altogether? I find it populated with voice messages that appear to have been dialed from VoIP or a computer.

View comment · Posted Feb 03, 2022 · Myron

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