Jeff Von Hendy

Total activity

48
Last activity

February 17, 2020 17:22
Member since

November 19, 2015 23:48
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Votes

22
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15

Activity overview

Latest activity by Jeff Von Hendy

Jeff Von Hendy commented, February 17, 2020 17:22
Hey Brent, I created separate metrics to track each of these at the call leg (agent) level. I have a scheduled report with these metrics (plus Consultation Time (warm transfers) and Call Time to...
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- Jeff Von Hendy
- Created February 17, 2020 17:22
- 0 votes
Jeff Von Hendy commented, January 10, 2020 16:59
This. Voice contact center operations need this to understand utilization and occupancy is commonly a KPI for agents in my organization (along with others, I'm sure). Seconding Amanda's request...
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- Jeff Von Hendy
- Created January 10, 2020 16:59
- 0 votes
Jeff Von Hendy commented, May 02, 2019 00:01
+1 on this -- we need historical data for Talk availability beyond the summarized "total time" metrics. If an agent is avoiding calls by toggling into away and back to available really quick, we...
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- Jeff Von Hendy
- Created May 02, 2019 00:01
- 1 vote
Jeff Von Hendy commented, April 25, 2019 00:23
Quick question on the Call Agent ID fact: We use our own BI tool so I've created a basic report to deliver all the call legs. We're trying to map calls to our agents, but it doesn't appear to let ...
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- Jeff Von Hendy
- Created April 25, 2019 00:23
- 0 votes
Jeff Von Hendy created a post, April 17, 2019 20:17
Zendesk Talk Call Recording Audio Channels
Answered
1. Community
2. Talk Q&A
If I download the audio from a call recording, are the agent & end-user on different channels? Ultimately I'd like to run speech-to-text and some audio analytics and would like to make sure it's ...
- Jeff Von Hendy
- Created April 17, 2019 20:17
- 3 followers
- 2 comments
- 0 votes
Jeff Von Hendy commented, April 09, 2019 14:34
You may have already figured this out -- but it's "Engagment Agent" in Insights. Has anyone figured out how to display this as the chat agents display name rather than the unique ID associated wi...
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- Jeff Von Hendy
- Created April 09, 2019 14:34
- 0 votes
Jeff Von Hendy commented, March 08, 2018 02:40
I accomplished this in a way that's either clever, or super weird - haven't decided. I had a requirement for signatures based on the group that responds (agents may be members of multiple groups),...
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- Jeff Von Hendy
- Created March 08, 2018 02:40
- 0 votes
Jeff Von Hendy commented, February 09, 2018 02:59
Would it make sense to use the problem/incident ticket types here? Assuming all inbound requests are problems, if more information is needed, add a a tag to exclude the initial request from your ...
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- Jeff Von Hendy
- Created February 09, 2018 02:59
- 0 votes
Jeff Von Hendy created a post, October 04, 2017 21:37
Custom agent.role in signature
1. Community
2. Support Q&A
Not sure if I found a bug or just have a really unique use case. I'm configuring an enterprise account and there is a requirement to have agent signatures that specify their role. Easy enough ...
- Jeff Von Hendy
- Created October 04, 2017 21:37
- 2 followers
- 1 comment
- 0 votes
Jeff Von Hendy commented, April 19, 2017 18:47
Any idea if this will work with Facebook/Twitter or any other channel integrations?
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- Jeff Von Hendy
- Created April 19, 2017 18:47
- 0 votes