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Kenny Rohan

Joined Aug 11, 2022

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Last activity Nov 08, 2023

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Latest activity by Kenny Rohan

Kenny Rohan commented,

Community comment Feedback - Voice (Talk)

Thanks Sean, can I trouble you for a recipe to set that up?

View comment · Posted Nov 08, 2023 · Kenny Rohan

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Kenny Rohan created a post,

Post Feedback - Voice (Talk)

Hello, in our past call center systems, the wait time for a callback from the time the customer left the voicemail was measurable along with live hold time. I cannot find a method to measure that wait time in Zendesk. This creates an inaccurate wait time metric since the current report only accounts for customers that held live in the queue and does not account for the time it took to call the customer back after they left the voicemail. Please let me know if anything can be done about this. Thanks

Edited Nov 04, 2023 · Kenny Rohan

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Kenny Rohan commented,

CommentTeam members and groups

Today we decided to disable omnichannel routing. as the only reason we were using it was for the custom status's which we've established don't provide much benefit since they don't show up in the dashboard or reports.

For us the downsides of it outweighed the benefits.

It would be nice to have custom agent status capabilities without omnichannel routing but needs to also reflect in dashboards and reports.

 

View comment · Posted Sep 12, 2023 · Kenny Rohan

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Kenny Rohan commented,

CommentBusiness rules

Great and thanks for the advice!

View comment · Posted Sep 12, 2023 · Kenny Rohan

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Kenny Rohan commented,

CommentBusiness rules

What I've done for now is I've moved our automation above the default one in the automations list. I've moved the default one to the bottom. Do you think that might help?

View comment · Posted Sep 11, 2023 · Kenny Rohan

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Kenny Rohan created a post,

Post Feedback - Voice (Talk)

In past call center services we've used, the wait time reports also took into consideration how long the voicemail waited before getting a callback. So wait time reports were truly inclusive of live wait time and voicemail wait time to receive a callback. In addition the call center software treated a callback and voicemail as one in the same. So the caller could leave a callback/voicemail which would hold their place in the queue. So when an agent became available, the callback/voicemail was given to them to act on. In Zendesk it seems that a callback is just a phone number waiting in the queue, so when the agent becomes available, they don't know what the call is about so they cannot prepare. And a voicemail just becomes a ticket which now relies on agents to manually go and check on.

It would be great if ZD would provide the option for a callback and voicemail be one in the same and waiting in the queue. Then also wait time reports would be all inclusive. Thanks

Posted Sep 11, 2023 · Kenny Rohan

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Kenny Rohan commented,

CommentBusiness rules

Hi Anne, thanks for the explanation. But as I mentioned we only want tickets to be able to close if they've met the conditions with tag okay_to_close. We originally had this automation in place with this condition. How do we achieve that now?

View comment · Posted Sep 11, 2023 · Kenny Rohan

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Kenny Rohan commented,

CommentBusiness rules

Hi, I am not sure when this default Close ticket 4 days after status is set to solved automation was added. And we recently updated to Enterprise. But we've always had our own automation (much the same) with the exception that it required a tag okay_to_close meaning that it had all the required fields completed before it could close. So I am now finding that both ours and the default automation have been both active which appears to be causing a problem with closing out the tickets. Since I cant seem to deactivate the default automation or modify to check for the required tag, what can I do to make this work correctly? Thanks

View comment · Posted Aug 29, 2023 · Kenny Rohan

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Kenny Rohan commented,

Community comment Feedback - Voice (Talk)

Hi, not sure if this fits into this scenario. We are looking for a way to have the "waiting for available agent" greeting played periodically during the customers holding time. Currently it plays it only once and then just plays music for the remaining duration. Sometimes the customer misses the initial greeting and then not aware they can press 1 to leave a voicemail. The tech support team said this feature is currently not offered. We think this is an obvious and necessary feature. Thanks!

View comment · Posted Aug 29, 2023 · Kenny Rohan

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Kenny Rohan commented,

Community comment Feedback - Ticketing system (Support)

Today an agent left for the day and forgot to sign out. His status still shows On Call and since we use Omnichannel routing I cannot sign him out. This is going to skew our metrics.

View comment · Posted Aug 21, 2023 · Kenny Rohan

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