Mary Langford
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Total activity20
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Last activity
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Member since
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Following1 user
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Followed by1 user
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Votes3
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Activity overview
Latest activity by Mary Langford-
Mary Langford commented,
Do you have the conditions for this?
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Mary Langford commented,
Agree 100% - needs reporting.
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Mary Langford commented,
Agree 100% - functionality doesn't mean much without reporting.
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Mary Langford commented,
Hi, That was a thought, but I have also read that tags are tricky with reporting. Can we use tags to filter all the reports?
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Mary Langford commented,
Hi Jessie, My issue is that I have to create and maintain a custom metric for each team to compare performance. The reports aren't the issue, it's reporting out by team that's the issue. I was to...
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Mary Langford commented,
Hi, I actually agree with Hannah. I posted separately on this, but it doesn't work the way you described. I created a new group of agents but that group doesn't have any tickets assigned to it si...
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Mary Langford commented,
Hi, Thanks so much for the prompt reply. I am looking for a few custom metrics (FCR, AHT) and then the usual suspects...# tickets solved, CSAT. The idea of course is to hold them accountable to...
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Mary Langford created a post,
Reporting at the team level
We just implemented ZenDesk and I have three teams - one in-house and two separate outsourced vendors. During our discovery I was told it was no problem to create teams and report easily run repor...
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Mary Langford created a post,
Lock tickets being worked
I would love to see a feature that would "lock" tickets from being worked if someone already has the ticket open. Our prior solution had that feature and it was really handy when we trained a larg...