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Ruth PCL
Joined Jun 22, 2022
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Last activity May 16, 2023
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Latest activity by Ruth PCL
Ruth PCL commented,
Just wanted to say that since my original comment, one of my clients had to fire an agent for low performance and one of the reports they were looking for was how many times the agent was available vs not. It was quite laughable (in a bad way) that we had no way of pulling this information from ZD. Thankfully, this particular agent had issues in other areas that could be documented but this is now a liability concern for my client and they want me to provide alternatives to ZD. Such a shame. Up until now I put all of my clients on ZD.
View comment · Posted May 10, 2023 · Ruth PCL
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Ruth PCL commented,
Agree about being contrary to what we've been told. Also, the whole point of setting up an alias is to protect the real names of our agents. Zendesk should honor the alias EVERYWHERE if it is setup rather than us having to "know" which rules, triggers, and placeholders are excepted.
View comment · Posted Dec 27, 2022 · Ruth PCL
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Ruth PCL commented,
It's been 4 years so I'm not holding my breath for an official resolution (it's already Q4 so maybe...) but how is everyone working around not having this data? What reports are you using instead to monitor which agents are away for too long when they are supposed to be covering phones?
View comment · Posted Oct 12, 2022 · Ruth PCL
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Ruth PCL commented,
+1 Grid lines for all cells are a must to make the reports readable! Please give us the option to choose where grid lines should be visible.
View comment · Posted Sep 01, 2022 · Ruth PCL
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Ruth PCL commented,
+1 the whole point of alternating colors is to make the tables more readable and not being able to apply it to all columns doesn't make any sense.
View comment · Posted Sep 01, 2022 · Ruth PCL
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Ruth PCL commented,
+1 for all of this Shayan Moussawi! This my exact use case as well. I had to add a tag to feed a view to export to csv just to give my dev team the list of customer user IDs who were impacted by an incident. This only works for still open problems and agents have to manually tag for it to be effective. It would be so much easier if we could just edit and export the incident view!
View comment · Posted Jul 13, 2022 · Ruth PCL
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Ruth PCL commented,
I'd like to be able to customize this "Incidents view" as well. In particular, pulling in a custom "User ID" field for internal tracking and communication with our backend teams who may not be ZD users.
View comment · Posted Jul 06, 2022 · Ruth PCL
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Ruth PCL commented,
Kyle Beaulieu Thank you! We had an RGBA value in there. I switched it to hex and it's one color now.
View comment · Posted Jun 27, 2022 · Ruth PCL
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Ruth PCL commented,
This is great. One question though, the color seems to get lighter L to R. Is there a way to make it just one solid color?
View comment · Posted Jun 22, 2022 · Ruth PCL
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