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Kelly Johnson

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  • Adoption - Custom Metrics

    I want to create a custom metric to rate how my Account Managers are adapting to Zendesk.  In Insights I have a report where I created a custom metric called Total Adoption and Public Adoption usin...

  • Average number of chats answered simultaneously

    Unlike phone calls, our agents can be working multiple chats at the same time.  We wold like to be able to report on the average number of chats that are being worked simultaneously by an agent.