Jeff Von Hendy
- Total activity 48
- Last activity
- Member since
- Following 0 users
- Followed by 0 users
- Votes 22
- Subscriptions 15
Activity overview
Latest activity by Jeff Von Hendy-
Jeff Von Hendy commented,
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...
-
Jeff Von Hendy commented,
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...
-
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...
-
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 ...
-
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 ...
-
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...
-
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),...
-
Jeff Von Hendy commented,
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 ...
-
Jeff Von Hendy created a post,
Custom agent.role in signature
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 commented,
Any idea if this will work with Facebook/Twitter or any other channel integrations?