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Marylou Scott-Smith

Customer Experience Manager at Rebel

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Activity overview

Latest activity by Marylou Scott-Smith
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    Marylou Scott-Smith commented,

    Here's an example - hence my confusion.  Completely different numbers for what I think should be the same thing!

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    Marylou Scott-Smith created a post,

    Handled calls vs Accepted calls

    After reading multiple posts on this topic, I am still struggling to find the difference between Handled Calls and Accepted Calls.  I want to know how many calls each agent handled in a designated ...

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    Marylou Scott-Smith commented,

    Following this because I was just trying to figure out something similar. I want to be able to get an average per hour for each day of the week, including weekends, for any given date range.   

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    Marylou Scott-Smith commented,

    Hi Andrew, there used to be the ability to follow the steps in this post:  https://support.zendesk.com/hc/en-us/community/posts/208054417-Agent-Signatures By uploading the graphic to Assets, then c...

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    Marylou Scott-Smith commented,

    That has changed now - the links are no longer provided.  I just uploaded a new graphic but I do not have a link anymore to copy into the agent signature.  Looks like Zendesk has removed that capab...

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    Marylou Scott-Smith commented,

    Okay, now that everything has been changed, how do i insert a graphic into agent signatures in emails?  I am completely lost!  

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    Marylou Scott-Smith commented,

    Thanks, Ramin.  I have been hearing about improvements coming to Insights for improved data reporting on all channels, but that has been for almost a year now.  Any idea when these changes are goin...

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    Marylou Scott-Smith created a post,

    Limits to Chat Analytics

    Answered

    Limits to Chat Analytics – Zendesk Support Why can I only pull chat analytics for the past 90 days?  Would like to be able to pull team and agent-level performance numbers ...

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    Marylou Scott-Smith commented,

    There were no active visitors but I still did not see a simulate visitor option.  Maybe I am looking int he wrong place?

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    Marylou Scott-Smith commented,

    Thanks, Jennifer.  That is exactly what I was looking for!