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Hayley Johnson
Joined Aug 04, 2022
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Last activity Jul 11, 2024
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Latest activity by Hayley Johnson
Hayley Johnson commented,
Hi,
I want to measure agent capability when it comes to handling tickets start to finish without having to hand off to another group. Therefore, I want to see the total number of tickets handled by an agent in total, vs the number of tickets that were handled by the agent and then moved to another group.
How can I measure this? Its not ‘one touch’ ticket as there may be multiple touches from the agent as they assist the customer, but they did not have to pass it to another group to solve it.
Thanks
View comment · Posted Jul 11, 2024 · Hayley Johnson
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Hayley Johnson created a post,
Calling on the Zendesk community. I am looking to learn from businesses using the help center and chatbots to improve customer experience and deflect tickets.
What roles do you have within your team to manage the performance of the help center and the chatbots? I am creating a dedicated role but would love to learn from experienced users of Zendesk to understand how you manage this within your businesses.
Posted Jun 11, 2024 · Hayley Johnson
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Hayley Johnson commented,
It would be great to know how you are supposed to understand customer sentiment and general user experience when you are unable to see anything g customers are writing into the bot for the queries that do not result in a ticket being opened.
View comment · Posted Apr 12, 2024 · Hayley Johnson
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Hayley Johnson commented,
How does this work with flow builder? We have some questions where we know the customer will need to open a ticket. Are we able to use flow builder and the generative AI tools at the same time?
View comment · Posted Oct 26, 2023 · Hayley Johnson
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Hayley Johnson commented,
Tim Grimshaw We had the same trouble. I loved using Omnichannel when we first launched - it made such a positive impact on our delivery of service to customers. But we then implemented the chatbot on our help center and switched off the contact us form and email channel, meaning all tickets were coming in via the messenger channel. We had some tagged to behave like a 'live' conversation and some tagged to behave like a ticket with a longer SLA. However, omnichannel just could not cope with 100% of tickets coming in via messenger. Capacity restrictions did not work and tickets were auto assigned to agents as soon as the ticket was added to a group that had agents assigned to it. No matter how creative we were with work arounds, we could not get the messenger tickets to assign using the omichannel rules so we have switched off omnichannel which was a very sad day for us.
Barry Neary Please can you ensure that we are added to the exclusion list to switch off omnichannel routing, Thanks :-)
View comment · Posted Aug 16, 2023 · Hayley Johnson
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Hayley Johnson commented,
Its interesting reading this thread as i have had to turn omnichannel off completely as it just does not work with the messenger channel. I cannot find a way for tickets to not automatically assign to agents that are online in the group the ticket is associated with. We have tickets in our messenger channel that we dont want to behave as a live chat. We tried to be clever and move them into a holding group so that they dont ping as a live chat, but as soon as they move into a group that has agents assigned to it, the tickets just get assigned to agents within the group and overload their capacity and also over rule any other open tickets that should have a higher priority. We want to get to a point where our chat bot is triaging all messages and deciding which are live chat and which are a longer SLA but this is proving very difficult!
View comment · Posted Aug 09, 2023 · Hayley Johnson
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Hayley Johnson commented,
Is it possible to turn this functionality off when using Omnichannel?
Inactive messages in omnichannel routing
An inactive messaging ticket (more than 10 minutes without a reply) is automatically assigned to an agent with spare capacity on a round robin basis. It won’t use up any of that capacity.
Once an agent comes online, assuming they are not at max capacity, they will be automatically assigned an inactive message from the queue without needing to accept it. If there are several inactive messages in the queue, then the first agent online in the group will be assigned them all. If more than one agent comes online at the same time, the inactive tickets are assigned starting with the agent who’s gone the longest without any messages.
View comment · Posted Aug 03, 2023 · Hayley Johnson
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Hayley Johnson commented,
This seems like such an important metric to track? Are there any plans to add this metric into Explore? Surely every business needs to understand how quickly each email reply or live chat reply from a customer waits for a response from an agent?
View comment · Posted Jul 25, 2023 · Hayley Johnson
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Hayley Johnson created a post,
I am losing my mind and I am sure this is very simple!
I want to create a graph to show me the total number of tickets that required agent attention every day. I want to show new tickets, open tickets that had a reply from customers and re-opened tickets. I want the graph to show the trend by day.
I can see the total new tickets created by day, but I cant work out how to add the total number of open or re-opened tickets that required a response from our team.
Posted Jul 21, 2023 · Hayley Johnson
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Hayley Johnson commented,
Is it possible to customise the view for users based on brand? We have an integration that is pulling user ID's and other user information from different places for 2 different brands. Currently all fields show on the user page which looks messy. It would be good if we could only show the user fields relevant to the brand associated with that user?
View comment · Posted Jul 10, 2023 · Hayley Johnson
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