Jeff Von Hendy
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Activity overview
Latest activity by Jeff Von Hendy-
Jeff Von Hendy created a post,
Zendesk Chat Agent Activity with agent-level detail
I'm trying to build a report that provides a day-end summary of agent online duration, login duration, invisible duration, chatting duration, away duration, and away while chatting duration. We'd ...
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Jeff Von Hendy commented,
+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 a post,
Dashboard Widgets: Reorder and/or collapse elements
Our center thrives on utilization and queue management, so we spent a lot of time keeping a close eye on the ZenTalk dashboard. While the data present is helpful, the "Overview" tab isn't require...
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Jeff Von Hendy commented,
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 a post,
Zendesk Talk Call Recording Audio Channels
AnsweredIf 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 ...
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Jeff Von Hendy commented,
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 commented,
We're on an enterprise account and support a logistics process via email. Our volume fluctuates from a handful of open tickets to a couple hundred. Exporting from advanced search would be helpfu...
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Jeff Von Hendy commented,
Yeah - I saw another post in the community around that, which wasn't happening in my environment. It may be that they're using @domain.zendesk.com addresses and not redirecting from an exchange se...
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Jeff Von Hendy created a post,
Multiple support addresses in To: field [email]
If an end-user lists multiple support mailboxes in the 'To:' of an email, multiple tickets will be generated as expected. However, these tickets will all be associated to the first address listed ...
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Jeff Von Hendy commented,
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),...