Omar
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Total activity18
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Last activity
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Activity overview
Latest activity by Omar-
Omar commented,
how do you clone the dashboard so only one agent is on the scheduled delivery? e.g. you have dashboard with reports: (assignee name) solved tickets, requester wait time, first reply time, one tou...
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Omar commented,
Cant help with this one, but wondering if you would know if there is a syntax to create a metric which will account for shift pattern Better still, when that shift patter changes weekly e.g. agen...
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Omar commented,
@... just to be sure ive understood Agent A assigns themself a ticket closes ticket as solved (all metrics have gone to agent A since they assigned themselves) cust comes back 2 hours later with a ...
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Omar commented,
@... I have business hours set on dashboard and widgets etc. e.g. requester wait time business hours We have shift patterns i.e. 8.30-5.30 and 12.30-9pm the agents change these shifts weekly. best ...
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Omar commented,
@... There is an article I read on here, about editing the filter to use 'Promote to use a URL Paramter' I followed the instructions, shared the link, doesn't work is that article wrong or redundant?
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Omar commented,
we want and need this also so you can send agents their metrics each week/day etc via the schedule, but they only see theirs, not the whole team
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Omar commented,
Iwant to send dashboard out, weekly, filtered to an individual assignee name (and each team member, have that same dashboard, filtered just down to their name) Can this be done?
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Omar commented,
If a ticket comes into Zendesk, in Status NEW The agent assigns to themselves (their name) and then closes it as SOLVED The customer replies back, the ticket comes back, its NEW (or open, whichever...
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Omar commented,
I want to create a schedule in which, the reporting, in which the filter down to only one agent is applied. E.g. a report/dashboard with all the metrics (requester wait time etc.) is filtered down ...
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Omar commented,
we have shift patterns. we want to know the speed agents are answering tickets Requester wait time- is it a good metric to go by? Will it be assigned to the individual agent? For the shift pattern:...