Marylou Scott-Smith
Customer Experience Manager at Rebel
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Activity overview
Latest activity by Marylou Scott-Smith-
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
AnsweredLimits 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!