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Kim Sillery

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    22
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Activity overview

Latest activity by Kim Sillery
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    Kim Sillery commented,

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

    This is a vital feature of almost any call center.   Our reps are held accountable for their availability and time in status- being able to pull this as a monthly report is extremely necessary 

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    • Kim Sillery
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    Kim Sillery commented,

    1. Community
    2. Feedback on Explore
    3. Agent "Total Online Time" reporting.

    absolutely agree this is a MUST have.  In order to hold our agents accountable for how they spend their time we need to be able to report on these metrics.   This data exists and we would like to b...

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    • Kim Sillery
    • Created
    • 3 votes
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    Kim Sillery created a post,

    Chat Branding

    1. Community
    2. Feedback on Chat

    We are a call center that handles chat for multiple branded websites.  One agent could handle multiple sites and we are looking for a quick easy way for them to identify which brand is associated w...

    • Kim Sillery
    • Created
    • 3 followers
    • 2 comments
    • 1 vote
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    Kim Sillery commented,

    1. Community
    2. Feedback on Support
    3. Customize Status Field Values

    This would be a fantastic option to have.. As our systems and project coordinator, I often have to reach out to different departments and offices... and having a "waiting on resolution " status wou...

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    • Kim Sillery
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    • 1 vote