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Myron
Joined Dec 06, 2021
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Last activity Jun 08, 2023
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Latest activity by Myron
Myron commented,
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,
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,
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,
Posted Oct 06, 2022 · Myron
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Myron commented,
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,
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,
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,
With ticket redaction, how do you redact the recorded call?
View comment · Posted Apr 25, 2022 · Myron
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Myron commented,
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,
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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