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Anqi Chen

Joined Apr 25, 2024

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Last activity Nov 12, 2024

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ACTIVITY OVERVIEW

Latest activity by Anqi Chen

Anqi Chen commented,

CommentTicket management

Hi Zendesk Support,

 

If the ticket is in the Deleted Tickets view, could I see the associated ticket tags as usual? After 30 days when the ticket is deleted permanently, are all tags disappearing from the tickets table and other tables? 

View comment · Posted Nov 12, 2024 · Anqi Chen

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Anqi Chen commented,

CommentEnd users and organizations

Hi support,

why do we have some calls where the user role is null? Our calls are all from customers, but only half show end_user role = end-user. How about others?

View comment · Posted Jun 26, 2024 · Anqi Chen

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Anqi Chen commented,

CommentBuilding reports

Hi Zendesk Support,

 

I'm looking at the `user_id` field in zendesk call_leg table. For those call_legs with leg_type="customer', it means these legs are from customers directly. But some of them show null `user_id`. Is there any reason that some calls from customers without any user info associated? Thank you!

View comment · Posted Jun 18, 2024 · Anqi Chen

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Anqi Chen commented,

CommentHow to report on Talk and Text

Hi Zendesk Support,

 

I have questions about the null call group here.

I deep dive into the inbound calls showing null group, and it makes sense when the completion_status = `abandoned_in_voicemail` and `abandoned_in_ivr`. The tricky part is there are some calls with `completed` status still showing null group. Do you know the reason? Thanks for the help!

View comment · Posted May 31, 2024 · Anqi Chen

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Anqi Chen commented,

CommentSetting up Talk

Hi Brandon!

 

Thanks for the reply! I still have some follow-up questions.

If the Call exceeded queue wait time here refers to any customer who waits on hold or waits for a callback? And if a customer waits on-hold>60min, will they be kicked off the queue and new ticket created, or they will be directed to a voicemail to further action? Finally, I noticed some tickets with description queue callback request: expired, so is it referring to Call exceeded queue wait time? But I didn't find any ticket created for it. Thank you!

View comment · Posted May 03, 2024 · Anqi Chen

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Anqi Chen created a post,

Post Q&A - Reporting and analytics

Hi Zendesk Support,

 

According to the comments here, if a customer requires a callback but waits>60 min for it, they will not be connected to an agent automatically but a new Zendesk ticket is created for callback later https://support.zendesk.com/hc/en-us/community/posts/4645654279706-Call-Back-Feature. I noticed the ticket system info: queue callback request: expired, but no inbound call created in the call table. Is it because they required a callback so no inbound call has been created? Thanks!

Posted Apr 29, 2024 · Anqi Chen

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Anqi Chen commented,

CommentSetting up Talk

Hi ZD support,

I have questions about how to report on the two edge scenarios in ZD Talk. 

1. when a customer call in and wait on-hold >60 min (beyond Maximum queue wait time), they will be kick off and a new ticket is created for further action. --- How could we capture those tickets and report on the numbers every month?

2. similar to this threshold, when a customer requires a callback but waits>60 min for it, they will not be connected to an agent automatically but a new Zendesk ticket is created for callback later (https://support.zendesk.com/hc/en-us/community/posts/4645654279706-Call-Back-Feature).   ----  How could I identify them and report on them?

Additionally, when I use some examples to dig into their call information, I find some of them only have outbound calls but no inbound calls. So is there any documentation about what kind of inbound calls would be tracked? Thank you so much if anyone can help!

View comment · Posted Apr 25, 2024 · Anqi Chen

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