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Yasser Taraka's Avatar

Yasser Taraka

Joined Feb 22, 2023

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Last activity Aug 23, 2024

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ACTIVITY OVERVIEW

Latest activity by Yasser Taraka

Yasser Taraka commented,

Community comment Q&A - Reporting and analytics

Hey Gab, I still don't fully understand. I just set the channel to Support and it showed me the following statuses: Away, Online, Transfer Only and Offline (and not just Online and Offline). 

I still do not grasp the difference between the 2 channels in terms of reporting and between Unified Online and Online statuses. 

Do we have to select both channels for optimal and all-inclusive results?

View comment · Posted Jan 22, 2024 · Yasser Taraka

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Yasser Taraka commented,

Community comment Q&A - Reporting and analytics

I understand that datasets are different and have different purposes and metrics, my question was about the Omnichannel: Agent State dataset and specifically the Channel attribute within this dataset. 

It includes the values "Unified" and "Support", what is the difference between the Unified channel within the Agent State data set and Support channel? 

Your documentation does not specify this, could it be that "Support" channel means tickets where agents did not set a unified status and "Unified" captures all the interactions where unified agent status was set? 

View comment · Posted Jan 19, 2024 · Yasser Taraka

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Yasser Taraka created a post,

Post Q&A - Reporting and analytics

What is the distinction between Support and Unified in the channel options for Omnichannel: Agent State Dataset?

Posted Jan 17, 2024 · Yasser Taraka

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Yasser Taraka commented,

Community comment Feedback - Apps and integrations (Platform)

We would like to have the ability to have other non-admin custom roles to also have the ability to set agents as Out of Office in case agents forget to do so. This is invaluable for our operations, would reduce potential human error and would offer a much needed flexibility for our leads. 

View comment · Posted Jan 17, 2024 · Yasser Taraka

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Yasser Taraka created a post,

Post Feedback - Admin Center

I have created a new custom role with the provide some agents the ability to delete end users. However, the ability to bulk delete is still only available to Admin users. 

This article: https://support.zendesk.com/hc/en-us/articles/4408821737498-Deleting-end-users does not outline that. 

Please enable the ability to bulk delete to all users with the permission to delete end users.

Posted Jun 15, 2023 · Yasser Taraka

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Yasser Taraka commented,

Community comment Feedback - Ticketing system (Support)

When exporting the audit log data as a csv, I am finding myself having to go through each individual activity (I am interested in investigating) and laying all the "From" and "To" changes and parsing through the text and often times Field or member IDs to track the actual distinct change that occurred.  

It would be very helpful to be able to only see the added or removed condition or action in a given activity.  

View comment · Posted May 17, 2023 · Yasser Taraka

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Yasser Taraka commented,

Community comment Feedback - Ticketing system (Support)

2 requests: 

- Ability to see granular changes like ticket form conditions

- Seeing the exact changes straight away, instead of having to parse it manually through the "From" to "To" in the activity section.  

 

Thanks 

View comment · Posted May 17, 2023 · Yasser Taraka

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Yasser Taraka created a post,

Post Feedback - Chat and Messaging (Chat)

Request to enable cloning for individual Answers or bot flows. 

Right now, it is only possible to clone the entire Bot, as opposed to cloning individual/specific Answer flows.

Posted Feb 22, 2023 · Yasser Taraka

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