Bruno Menezes

Hi,

Does this change anything in the Zendesk agent interface?

Hi,

How can I select more than one ticket form per workspace?

I can see on the example screenshot that several forms have been selected, but when I try it doesn't give me the option to select more than one.

Hi,

Does the agent who's transferring the chat need to be in the group they want to transfer the chat to?

Thanks.

Hi Taylor,

Do these non-answered calls generate tickets in Zendesk?

Hi ZD team,

I am looking to find a way to avoid agents making outbound calls from the wrong phone number, which has impacted on our reports.

Is there any solution within Zendesk where we could filter internal phone numbers by groups or something similar? Ideally, agents should be able to see only phone numbers within their groups rather than the full list.

Thanks in advance,

Bruno

No worries @.... Thanks a lot anyway :)

Hey @..., thanks for getting back to me.

I got it. Still, I am not quite sure that's what I need. What I am actually looking for is how long an agent takes to pick up a call once it has been routed to them. In other words, the call "ringing" time.

I have marked the image below with two red arrows on the exact interval I would like to report on.

Does that make sense? Would it be possible?

Thanks!

Hi,

Is it possible to subtract the time spent in queue from the Call wait time so I would have just the agent routing and pick up? Is there a way to build a calculated metric for that?

Thanks,

Bruno

Hi Jason,

Thanks for getting back to me.

That's helpful, thanks! However, it isn't quite what I actually need. I've been trying to figure a way to know which group/department has transferred the call, in other words, from which group/department the transferred calls are coming from. That would be something like:

1st column: Transferred from (group/department)

2nd column: Number of calls

Hopefully you can help me here. Thanks in advance!

Bruno

Is there any way to report on calls that were transferred from a group?