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Wojciech Smajda
Joined May 11, 2022
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Last activity Oct 31, 2024
Zendesk Sell Product Manager
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Latest activity by Wojciech Smajda
Wojciech Smajda commented,
Thank you for bringing this issue to our attention.
We understand the importance of accurate data for calculating productivity and reporting. However in the short term, we do not have plans to make changes to the current dataset structure. We appreciate your feedback and encourage you to continue sharing your insights, as they help us improve our services.
View comment · Posted Oct 30, 2024 · Wojciech Smajda
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Wojciech Smajda commented,
Hi Jarrad,
Thank you for your enthusiasm about our new feature! Currently, we don’t have plans to make the dropdown fields searchable for end users in the short term. However, we appreciate your feedback and will consider it for future updates.
View comment · Posted Oct 30, 2024 · Wojciech Smajda
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Wojciech Smajda commented,
Hi Jeremy,
Thank conversation appreciate you for your feedback regarding the 'No Data' error message in Zendesk Explore.
While there is currently no feature to customize or change the 'No Data' message within Explore, we do understand the importance of having cleaner communication in reports shared with customers. Your suggestion for allowing a simple "0" or "None" or to have customizable messages in place of an error has been noted.
At the moment, there are no plans to implement this capability, but we continuously assess user feedback like yours for ways to improve user experience. We're committed to providing tools that meet the needs of our users, and your input is valuable for future enhancements.
Please continue to provide your insights, and keep an eye on our updates for any changes to reporting features in Zendesk Explore.
Thank you once again for your contribution.
Best regards,
View comment · Edited Jul 08, 2024 · Wojciech Smajda
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Wojciech Smajda commented,
Hi,
I see there’s some confusion regarding how the average chat concurrency is calculated, so let me provide some clarification.
The 'average chat concurrency' metric is designed to measure the average number of simultaneous chats an agent is involved in during a given hour. Here's how it’s typically calculated:
- Active Chat Time Segments: The metric takes into account all segments of time when agents are actively engaged in one or more chats.
- Weighting by Duration: Each of these active time segments is then weighted by how long the agent is engaged in chat during that segment.
- Ratio Calculation: The average concurrency is a ratio—the total weighted chat engagement time over the course of an hour divided by the duration of that hour.
In essence, if an agent is engaged in one chat for the entire hour, the average concurrency equals 1. If they're engaged in two chats for the whole hour, it would be 2, and so on.
When an agent participates in chats that don’t span the entire hour, or when there are gaps with no chats, it's possible for the average to be a fraction. For example, if an agent handles two chats but each one lasts only 15 minutes within the hour, the concurrency average might look something like 0.5 for that hour because the agent is not concurrently chatting for the entire time frame.
The 'average chat concurrency' isn't simply a headcount of all chats within the hour but a representation of how much of that hour was spent in active chat based on engagement duration. This is why you may observe figures like 0.13 in your dashboard, which suggests that, on average, agents are not simultaneously engaged in chats for much of the hour.
I hope this helps in understanding the concurrency calculations in your dashboard. If you have any more questions or need further clarification, please don't hesitate to ask.
View comment · Posted Jun 07, 2024 · Wojciech Smajda
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Wojciech Smajda commented,
Hi,
The ability to create views and reports based on specific ticket creation channels can provide valuable insights and more precise metrics. While tickets created by agents are indeed currently documented as 'Ticket Channel: Web Form,' we understand the need for a clearer separation in reporting and views.
Your suggestion to categorize these as distinct channels aligns with common business practices for organizing workflows, and although this differentiation is not available right now, we will consider it for potential updates to Explore.
As we continue to enhance our platform, user feedback like yours is essential. Please look out for updates in our community forums and What’s New announcements, and continue to share your insights with us.
View comment · Posted Jun 07, 2024 · Wojciech Smajda
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Wojciech Smajda commented,
Hi there,
Currently, Zendesk Explore does not offer the capability to report on live data from Views or the duration that the oldest ticket has been present in a View. While there are no current plans to introduce this functionality, we understand how valuable this feature would be and will take your feedback into consideration for future updates to Explore.
We're continually working to enhance our reporting tools and insights such as yours are vital to this process. Please stay tuned to our updates and join our community discussions for the latest on our products and features.
View comment · Posted Jun 07, 2024 · Wojciech Smajda
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Wojciech Smajda commented,
Hi,
Thank you for taking the time to share your detailed request for a 'Next Reply Time' metric in Zendesk Explore, paralleling the 'First Reply Time' metric.
Understanding the time it takes for your Tier 2 group to respond after an issue escalates from Tier 1 is clearly instrumental for evaluating team performance and planning your resources. The absence of this metric affects visibility into critical KPIs that directly influence customer experience and operational decisions.
While this metric is not currently featured in our product, we recognize its value based on your use case. We will consider your feedback as part of our exploration into new and meaningful metrics for our customers. Increased interest and similar requests from other customers will help prioritize its potential inclusion in our roadmap.
Thank you again for bringing this to our attention. We encourage you and others who see benefit in this metric to voice your support, helping us prioritize features that provide the most value to our community.
Stay connected with Zendesk Community for the latest updates and to participate in ongoing conversations about product enhancements.
View comment · Posted Apr 19, 2024 · Wojciech Smajda
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Wojciech Smajda commented,
Hi,
We appreciate you highlighting the need for a comprehensive reporting view that combines problem ticket IDs, the subject of problem tickets, and the count of related incidents in Zendesk Explore.
Your ability to prioritize workloads based on the volume of incidents associated with specific problem tickets is crucial for efficient problem resolution. We understand the challenge that the current limitations of COUNT(Tickets) and Count(incidents) pose in achieving this.
While this specific functionality is not currently available, rest assured that your detailed use case and the impact of this limitation on your business processes have been noted. We consider all customer feedback in our ongoing product development, and your request will be taken into account as we plan future Explore updates.
Thank you for taking steps to submit this as official feedback. Please continue engaging with the Zendesk Community for updates, discussions, and resources.
View comment · Posted Apr 19, 2024 · Wojciech Smajda
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Wojciech Smajda commented,
Hi,
Thank you for taking the time to express the need for a more scalable solution to report on the customer's web page or URL at the start of a chat. Understanding customer behavior and the context of their inquiries is pivotal for service optimization.
We recognize that creating individual chat triggers for an extensive number of web pages is not practical. Given that this information is visible within the agent workspace during a live chat, it's understandable why you'd expect this to be readily available for reporting.
Your insight arrives at an opportune time as we are planning changes to our chat reporting capabilities and are considering the development of a new dataset. We have noted your specific feedback and will factor it into our discussions around these enhancements.
Please continue to stay engaged with our Zendesk Community for updates on our reporting features and feel free to reach out with any additional insights or questions.
View comment · Posted Apr 19, 2024 · Wojciech Smajda
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Wojciech Smajda commented,
Hi,
We appreciate your suggestion regarding the generation of a word cloud from ticket body text in Zendesk Explore for a clearer understanding of common themes in tickets.
While the current functionality is limited to exact matches in subject lines and does not analyze individual words from ticket bodies, we realize the potential this feature could have for analytics. Currently, there are no plans to implement this in the near future, but please know that your feedback is instrumental for our consideration in expanding Explore's capabilities.
Thank you for sharing your needs with us and please keep an eye on our community for any future updates on product enhancements.
View comment · Posted Apr 19, 2024 · Wojciech Smajda
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