Dylan Cunniffe

Total activity 66
Last activity May 13, 2020 07:51
Member since July 16, 2018 14:12

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Votes 14
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Activity overview

Latest activity by Dylan Cunniffe

Dylan Cunniffe commented, May 13, 2020 07:51
Hi, What is the expected behaviour of reporting on calls received outside of business hours. On explore, we can still see inbound (and therefore abandonded) calls coming through outside of our bu...
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- Dylan Cunniffe
- Created May 13, 2020 07:51
- 0 votes
Dylan Cunniffe created a post, February 12, 2020 13:29
Can the web widget be used by agents?
1. Community
2. Guide Q&A
So, a bit of context: We use Guide extensively as an internal knowledge base (as well as an external one) and during the normal course of work our agents would be switching between Support, Guide a...
- Dylan Cunniffe
- Created February 12, 2020 13:29
- 3 followers
- 1 comment
- 0 votes
Dylan Cunniffe created a post, September 10, 2019 11:48
How do I replicate the rollup functionality of Insights in Explore?
1. Community
2. Explore Q&A
I'm busy trying to create a bunch of reports for my management team sliced by different attributes (in tables). However, there doesn't seem to be any functionality to replicate the roll-up function...
- Dylan Cunniffe
- Created September 10, 2019 11:48
- 3 followers
- 1 comment
- 0 votes
Dylan Cunniffe commented, September 04, 2019 12:08
Hi Team, I'm trying to understand the logic behind the way some of the metric formulas as they seem to limit what you can do with the metric. For instance, the default inbound call metric is calcul...
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- Dylan Cunniffe
- Created September 04, 2019 12:08
- 0 votes
Dylan Cunniffe commented, July 05, 2019 08:03
I'm not as organised as you guys, but I've stated to add some organisation to my triggers. I'm following some principles of software design where I think of triggers as functions. I make sure to ...
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- Dylan Cunniffe
- Created July 05, 2019 08:03
- 0 votes
Dylan Cunniffe created a post, July 04, 2019 09:38
Point in time reporting of unsolved tickets
Answered
1. Community
2. Insights Q&A
Hi I wonder if anyone can help me. I'm trying to create a report that would show the % of tickets older than a week that are unsolved at a particular point in time. What I have done is created a me...
- Dylan Cunniffe
- Created July 04, 2019 09:38
- 2 followers
- 1 comment
- 0 votes
Dylan Cunniffe commented, May 03, 2019 08:00
Hi Team, We also desperately need this functionality. Here is our use case: We are a financial services company with a collections and enforcement team who use Zendesk to communicate with delinquen...
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- Dylan Cunniffe
- Created May 03, 2019 08:00
- 1 vote
Dylan Cunniffe commented, April 15, 2019 10:44
Yes, we are also experiencing the same problem.
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- Dylan Cunniffe
- Created April 15, 2019 10:44
- 1 vote
Dylan Cunniffe commented, March 13, 2019 08:33
+1 to this being a native feature
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- Dylan Cunniffe
- Created March 13, 2019 08:33
- 3 votes
Dylan Cunniffe commented, March 01, 2019 08:57
Thanks again Ramin, One more question before I take this to my devs, could you just confirm what is meant by the below comment in the article?
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- Dylan Cunniffe
- Created March 01, 2019 08:57
- 0 votes