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robert sutherland

Joined Jan 25, 2022

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Last activity Mar 23, 2023

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Latest activity by robert sutherland

robert sutherland commented,

Community comment Feedback - Voice (Talk)

Looking to move our Enterprise account and our $1,500+/mo subscription bills out of Zendesk ASAP because of how this "high priority" feature is being handled. OVER. FOUR. YEARS.

If I was a more cynical person, I would swear that this feature is intentionally being ignored as more  unnecessary routing -> longer call times -> more billable minutes.

View comment · Posted Dec 29, 2022 · robert sutherland

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robert sutherland commented,

CommentBuilding reports

I'm trying to do something which would presumably be very simple, but I don't think it is possible. I am trying to build a single report/pie chart that shows volumes of inbound contacts by channel (in our case voice, email, and chat). Doing this using the 'Support - Tickets' dataset leaves out any calls that didn't create a ticket (disconnected/abandoned calls... and though we can change the setting to create tickets for every abandoned call, that seems like a poor and unnecessary option to enable better reporting).

We're also not able to filter these contacts by relevant metadata (e.g. 'Call direction' in order to omit outbound contacts on voice) using only 'Support - Tickets' available data.

View comment · Edited Jun 04, 2022 · robert sutherland

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robert sutherland commented,

CommentBuilding reports

+1

View comment · Posted May 19, 2022 · robert sutherland

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