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Jeff Von Hendy

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Activity overview

Latest activity by Jeff Von Hendy
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    Jeff Von Hendy commented,

    1. Talk
    2. ...
    3. Reporting for Talk
    4. Reporting on calls with Explore

    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 commented,

    1. Community
    2. Feedback on Talk
    3. Zendesk Talk: Allow Reporting on Agent Availability

    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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    • 2 votes
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    Jeff Von Hendy commented,

    1. Community
    2. Feedback on Explore
    3. Reporting on 'Total online time' and 'Time available' metrics

    +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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    • 4 votes
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    Jeff Von Hendy commented,

    1. Talk
    2. ...
    3. Reporting for Talk
    4. Reporting on calls with Explore

    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

    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 ...

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    Jeff Von Hendy commented,

    1. Support
    2. ...
    3. Tickets
    4. Can I have multiple agent signatures?

    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 commented,

    1. Community
    2. Support Q&A
    3. Imposing SLAs on the End User!

    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 a post,

    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 ...

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    • 2 followers
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    Jeff Von Hendy commented,

    1. Support
    2. ...
    3. Multiple language support
    4. Detecting an end-user's language from an email message

    Any idea if this will work with Facebook/Twitter or any other channel integrations?

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